Escalation Contacts
This directory lists the people to contact for different types of escalations. Always check the current on-call schedule — it rotates weekly.
Escalation Tiers
Tier 1 — Operations Manager (On-Call)
Role: Day-to-day operational decisions, crew issues, scheduling conflicts
Availability: During business hours (8am-6pm PT)
Contact method: Team chat (fastest) or phone
Expected response: Within 15 minutes during business hours
The on-call operations manager rotates weekly. Check the posted schedule in the team channel header.
Tier 2 — Admin Team
Role: Financial decisions, major customer issues, policy exceptions
Availability: Business hours (9am-5pm PT)
Contact method: Email with "ESCALATION" in subject line, or team chat for urgent
Expected response: Within 2 hours during business hours
Tier 3 — Super Admin
Role: Legal, safety, security, executive decisions
Availability: 24/7 for emergencies
Contact method: Phone call (not text, not email) for emergencies; email for non-urgent
Expected response: Immediately for P1 emergencies; within 4 hours for others
After-Hours Escalation
For issues that arise outside business hours:
P1 (Immediate) — Active emergency
- Call the on-call manager directly (phone number posted in team channel)
- If no answer within 5 minutes, call the Super Admin
- Document the issue and your attempts to reach someone
P2 (High) — Urgent but not emergency
- Post in the escalations channel with all details
- Send a text to the on-call manager
- Document that you attempted to escalate after-hours
- The morning VA will follow up first thing
P3-P4 (Normal/Low) — Can wait until business hours
- Document in a ticket
- Include in your shift handoff note
- Tag it as "Needs Morning Attention" in the system
Escalation Message Format
When escalating, use this structure for clarity:
ESCALATION: [P1/P2/P3] — [Brief title]
Customer: [Name] — [Email/Phone]
Booking: [Booking # or N/A]
Issue: [Clear 1-2 sentence description]
What I tried: [Actions taken so far]
What is needed: [What decision or action you need from the escalation contact]
Customer expectation: [What you told the customer about next steps]This format ensures the escalation contact has everything they need to act quickly without asking you follow-up questions.
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