LIB-SUP-010 — Do you have an escalation path?

Yes — published escalation matrix: Support Engineer to Senior Support Engineer to Support Manager to Director of Customer Success to VP CS to CEO. Customers can invoke at any level for SEV-1 incidents.

Category

Support

Status

Approved

Freshness

Aging

Freshness policy

12 months

Last reviewed

Dec 16, 2025

Author

Rachel Murphy

Reuse count

26

Times drafted from

0