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Escalate customer issue

Escalation matrix

Situation	Action
Prod-down report from a customer	Page yourself — treat as SEV1 until proven otherwise
Customer reports a security concern	Loop in security lead, acknowledge within 2 hours
Customer asks for a governance-pipeline change	Route to eng lead, respond within 1 business day
Customer threatens to churn	Loop in the deal owner + Jens immediately
Customer asks for a DPA / subprocessor list	Link to trust.tappass.ai; loop in legal if that isn’t enough
Customer reports a GDPR data-subject request	Route to compliance (`compliance@tappass.ai`) within 24 hours

First-response checklist

Acknowledge in < 2 hours (business hours) or < 8 hours (after hours)
If it’s actionable, create a Linear ticket and link back to the thread
If it’s blocked on eng, loop in the right person by name in the thread
If SLA-critical, update the customer every 24 h even if the state hasn’t changed

Internal Slack etiquette

New escalations go to #gtm (commercial) or #eng-escalations (technical)
Tag @jens only if it’s a churn risk or an exec-level ask
Customer names in Slack should use the short form only (e.g. Acme not Acme Financial Services) — less sensitive for screenshots

Escalation to legal

Any of:

Breach notification obligations (security incident affecting customer data)
DPA or BAA negotiation requiring amendments
Subpoena / law-enforcement request

Route to legal@tappass.ai and @jens — don’t respond to the customer until legal clears the response.

See also