Run Escalation Playbook

Command: run-escalation-playbook

Inputs

• account – customer/account name or ID.
• severity – low | medium | high | critical.
• timeline – resolution target (7d, 14d, 30d, custom).
• comm-channel – exec | cs-lead | customer | internal-only.
• drivers – optional list of root causes to highlight (adoption, value, product, support, executive).

Workflow

1. Brief Creation – compile account context, risk signals, contract info, and stakeholders.
2. War Room & Owners – assign workstream leads (product, eng, support, exec sponsor) with cadence.
3. Remediation Plan – outline milestones, dependencies, and success metrics.
4. Communications – generate internal/external updates, exec talking points, and approvals.
5. Closeout & Lessons – document outcomes, update risk registers, and refresh playbooks.

Outputs

• Escalation brief with timeline, owners, and risk summary.
• Update templates (internal + external) with decisions and next steps.
• Post-mortem report with lessons, prevention actions, and follow-ups.

Agent/Skill Invocations

• escalation-strategist – leads war room + comms.
• customer-health-director – tracks risk register + exec summaries.
• executive-ebr-kit skill – formats leadership-ready updates.
• sentiment-feedback-loop skill – incorporates customer sentiment + voice.