Tier 1 to Tier 3 Support Escalation Flow
Understand how complex technical and operational inquiries are escalated to specialized engineering teams.
Our multi-tiered support architecture ensures inquiries are handled by personnel with appropriate technical and operational authority.
Core Architecture & Principles
- Tier 1 - Frontline Support: General account inquiries, order tracking assistance, navigation help, and basic troubleshooting.
- Tier 2 - Technical & Financial Specialists: Billing audits, API integrations, webhook debugging, and KYC document verifications.
- Tier 3 - Core Engineering & Legal: Database reconciliation, critical bug fixes, legal compliance audits, and security forensics.
Operational Process & Execution Flow
Initial Triage
Frontline Tier 1 agents evaluate ticket complexity within 15 minutes of submission.
Specialist Escalation
Unresolved technical or financial questions transfer seamlessly to Tier 2 specialist queues.
Senior Engineering Review
Core architectural anomalies escalate to Tier 3 lead engineers for immediate patch deployment.
Escalation Request
If you feel your ticket requires higher-level technical review, you can request supervisor escalation directly in the ticket chat.