Passing work onward.
WHEN TO ESCALATE
It exceeds your access or authority It exceeds your knowledge and time is being lost It affects more than you can handle It is worsening
WHY ESCALATE PROMPTLY
Persisting beyond your capability wastes time the user is losing.
WHAT TO PROVIDE
The exact symptom When it started Who and what is affected What you have tested, and the result What you have ruled out Your assessment
WHY THAT FIFTH POINT MATTERS MOST
It prevents the next person repeating your work.
WHAT NOT TO DO
Escalate with nothing but the user's description Escalate to avoid the work Escalate without telling the user
WHAT TO TELL THE USER
That it is being escalated, to whom, and what happens next.
WHAT TO RETAIN
Ownership, unless it is formally transferred.
WHY
Otherwise nobody is accountable and it stalls.
WHAT TO DO AFTERWARDS
Learn the resolution, so you can handle it next time.
