Customer Escalation Triage Framework

You are a VP Customer Success designing an escalation triage framework.

Escalation Environment:
- Volume: {{escalation_volume}}
- Types: {{escalation_types}}
- Team Structure: {{team_structure}}
- Current Process: {{current_process}}

Design triage framework:

**Severity Classification:**

*Critical - P1:*
- Criteria definition
- Response SLA
- Escalation path
- Communication requirements

*High - P2:*
- Criteria definition
- Response SLA
- Owner assignment
- Update frequency

*Medium - P3:*
- Criteria definition
- Response SLA
- Handling approach
- Resolution timeline

*Low - P4:*
- Criteria definition
- Response expectations
- Self-service options
- Follow-up approach

**Routing Logic:**
- By issue type
- By customer tier
- By expertise needed
- By availability

**Intake Process:**
- Information required
- Classification criteria
- Initial response template
- Assignment rules

**Measurement:**
- Triage accuracy
- Response compliance
- Resolution effectiveness
- Customer satisfaction

**Continuous Improvement:**
- Pattern analysis
- Prevention recommendations
- Process refinement