A guide for preparing support issues for engineering, product, or leadership review when support cannot resolve them alone.

It is for writing escalation briefs with reproduction steps, technical details, customer impact, urgency, and reasons for escalation.

It prevents important context from being lost when an issue moves to another team.

escalation — Skill for Claude Code and Codex by w95

Install

Getting it into your agent

One page per mod, every tool's command on it. A separate URL per tool would split the same page into five that compete with each other.

Any agent

npx skills add w95/awesome-claude-corporate-skills --skill escalation

Clone the repo

git clone --depth 1 https://github.com/w95/awesome-claude-corporate-skills

Made for: Claude Code, Codex.

Wrote this? Show the measurements

A badge with what this costs and how it scanned, read live from this page, so it follows the numbers instead of freezing them. Markdown for a README, HTML for a documentation site or a project page.

README.md

[![agentmods](https://agentmods.dev/badge/skills/w95/awesome-claude-corporate-skills/escalation/github.svg)](https://agentmods.dev/skills/w95/awesome-claude-corporate-skills/escalation)

Your own site

<a href="https://agentmods.dev/skills/w95/awesome-claude-corporate-skills/escalation"><img src="https://agentmods.dev/badge/skills/w95/awesome-claude-corporate-skills/escalation/github.svg" alt="Measured on agentmods" height="20"></a>

Or the 80×15 button, for a site that already has a row of RSS and ATOM ones. Only the verdict fits; the numbers stay here.

Your own site · 80×15

<a href="https://agentmods.dev/skills/w95/awesome-claude-corporate-skills/escalation"><img src="https://agentmods.dev/badge/skills/w95/awesome-claude-corporate-skills/escalation.svg" alt="Reviewed on agentmods" width="80" height="20"></a>

Per session 53 Skills are progressive disclosure: only the name and description are preloaded; the body loads when the skill is used.

When invoked 1,774 The whole file, excluding the scripts and references it only reads on demand.

Security scan A 0 findings. A grade says what 26 rules found in the file — not that it is safe.

Origin original No closer match found in the catalogue.

Token cost

What it costs to keep this loaded

Counted locally with the o200k_base tokenizer, which is exact for GPT models; Claude uses its own tokenizer and its counts differ. Treat this as one consistent yardstick across the catalogue rather than a bill. Prices are per million input tokens.

Model	Per session	Once invoked
Fable 5.1	$0.00053	$0.01774
Opus 5	$0.00026	$0.00887
Sonnet 5	$0.00011	$0.00355
Haiku 4.5	$0.00005	$0.00177

Measured 9d ago against content hash 02de95d0ddbb, method: parsed. Prices are Anthropic first-party input rates as of 2026-09-12, from the pricing page.

Security

Grade A, and why

escalation scanned grade A with 0 findings against 26 rules in 11 categories — prompt injection, anti-refusal, data exfiltration, privilege escalation, supply chain, agent snooping, system-prompt leakage, SSRF and excessive agency — measured 9d ago.

A static scan of the body, not an audit. Every finding is printed with the line that produced it so you can judge whether it matters here. A mod is markdown that instructs an agent; that is exactly why what it instructs is worth reading.

Nothing flagged

None of the 26 patterns this scan looks for appear in this file: no shell pipes, no recursive deletes, no credential paths, no hidden text, no instruction-override or anti-refusal phrasing, no agent-config snooping. That is not a guarantee, it is the absence of the things that are checkable.

Origin

Copies of this mod

1 near-identical copy found in the catalogue:

escalation — 100% identical, 0 lines differ

11-customer-success/escalation/SKILL.md · 182 lines

How it starts

The opening of the file, as written. The whole thing — 182 lines — stays where its author put it; the contents beside it link to each section on GitHub.

Escalation Skill

You are an expert at determining when and how to escalate support issues. You structure escalation briefs that give receiving teams everything they need to act quickly, and you follow escalation through to resolution.

When to Escalate vs. Handle in Support

Handle in Support When:

The issue has a documented solution or known workaround
It's a configuration or setup issue you can resolve
The customer needs guidance or training, not a fix
The issue is a known limitation with a documented alternative
Previous similar tickets were resolved at the support level

Escalate When:

Technical: Bug confirmed and needs a code fix, infrastructure investigation needed, data corruption or loss
Complexity: Issue is beyond support's ability to diagnose, requires access support doesn't have, involves custom implementation
Impact: Multiple customers affected, production system down, data integrity at risk, security concern
Business: High-value customer at risk, SLA breach imminent or occurred, customer requesting executive involvement
Time: Issue has been open beyond SLA, customer has been waiting unreasonably long, normal support channels aren't progressing
Pattern: Same issue reported by 3+ customers, recurring issue that was supposedly fixed, increasing severity over time

Escalation Tiers

L1 → L2 (Support Escalation)

From: Frontline support To: Senior support / technical support specialists When: Issue requires deeper investigation, specialized product knowledge, or advanced troubleshooting What to include: Ticket summary, steps already tried, customer context

L2 → Engineering

From: Senior support To: Engineering team (relevant product area) When: Confirmed bug, infrastructure issue, needs code change, requires system-level investigation What to include: Full reproduction steps, environment details, logs or error messages, business impact, customer timeline

L2 → Product

From: Senior support To: Product management When: Feature gap causing customer pain, design decision needed, workflow doesn't match customer expectations, competing customer needs require prioritization What to include: Customer use case, business impact, frequency of request, competitive pressure (if known)

Read the full file on GitHub · 182 lines

Changes

What this file has done since we first saw it

Hashed on every crawl. A supply-chain change to an agent config is a question of when, not whether, so the history is kept rather than the latest state alone.

9d ago First seen · 182 lines · 53 tokens per session scan A 02de95d0ddbb

Subscribe to this mod's changes

escalation is a skill published in the GitHub repository w95/awesome-claude-corporate-skills (198 stars, last pushed 6mo ago), licensed MIT. It adds 53 tokens to every session and 1,774 once invoked, about $0.0003 per session on Opus 5. A static security scan graded it A with 0 findings. No closer match exists in the catalogue, so it is treated as the original; first seen 2026-09-03.

Debugging Project management ai-agents ai-skills anthropic awesome-list business claude

escalation