ET
Escalation Tree
🔵 Stable🕐 updated 2026-06-28
🔷 SkillSpec L3
pm-support
Design a support/incident escalation tree — who handles what, when it escalates, and to whom. Use when asked to design an escalation path, an escalation matrix, support tiers, an on-call escalation policy, or to fix 'tickets bounce around / nothing gets escalated in time'. Produces an escalation tree — tiers & ownership, severity definitions, time-based triggers, routing rules, contacts/roles, and the customer-communication cadence per level.
What to give it
▸The context — customer support, incident/on-call, or both.
▸The tiers / teams — available — tier-1/2/3, engineering on-call, management, exec.
▸Severity meaning — what counts as critical vs. high vs. normal in your context.
▸Constraints — hours of coverage, SLAs/contractual response times, key roles.
✅ The bar it holds itself to
Every skill in this library self-verifies — these are this skill's own quality checks, straight from its definition.
✓Severity levels have concrete qualifying criteria + response/resolution targets
✓Each tier's ownership and "escalate when" condition is explicit
✓Escalation triggers are **time-boxed** (after N minutes/days), not "when needed"
✓Routing is defined by role with primary/secondary and the contact method per severity
✓Customer-communication cadence is specified per level, with an owner
✓High-severity paths hand off to a postmortem
⚠️ What it refuses to do
Do not leave severity fuzzy — if "critical" is subjective, everything becomes critical (or nothing does)
Do not write "escalate when needed" — time-box it so issues don't rot waiting on judgement
Do not route to named people only — use roles with primary/secondary; people leave and go on holiday
Do not forget customer comms in the tree — internal escalation without customer updates still feels like neglect
Do not over-escalate everything — tiers exist so seniors see only what truly needs them
Install
npx pm-claude-skills add --agent claude # or codex · cursor · gemini · hermes
# or one-line MCP (every skill, any client):
claude mcp add pm-skills -- npx -y pm-claude-skills-mcpRelated skills
🔌 Embed this skill
Drop this on your blog, docs, or site — it renders a "Run this skill" card:
<div data-pm-skill="escalation-tree"></div>
<script src="https://mohitagw15856.github.io/pm-claude-skills/embed.js" async></script>💬 Discussion
Escalation Tree is one of 551 open-source professional AI agent skills — all SkillSpec L3.
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