{
  "id": "workflow:support-tier-structure-design",
  "_kind": "Workflow",
  "_file": "workflows/workflows/workflows-support-setup.yaml",
  "_cluster": "workflows",
  "attributes": {
    "displayName": "Support Tier Structure Design",
    "workflowKind": "governance",
    "triggerType": "on-demand",
    "typicalCadence": "per-milestone",
    "complexity": "cross-team",
    "description": "Designs or redesigns the support tier structure to match organizational\nscale and customer needs -- defining L1, L2, and L3 tier boundaries with\nclear skill requirements, issue complexity thresholds, and technology domain\nownership, establishing escalation paths with handoff protocols, context\npackaging requirements, and maximum time-at-tier limits, designing SLA\ntiers mapped to customer contract levels with response and resolution time\ncommitments, modeling staffing ratios across tiers based on historical\nticket volume and complexity distribution, defining tier-specific tooling\nand access requirements, creating career progression pathways between tiers,\nand documenting cross-tier collaboration protocols for complex multi-domain\nissues. Produces tier structure document, escalation flow diagrams, SLA tier\nmatrix, and staffing model. Excludes hiring execution.\n"
  },
  "outgoingEdges": [
    {
      "from": "workflow:support-tier-structure-design",
      "to": "role:engineering-manager",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:support-tier-structure-design",
      "to": "role:planner",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:support-tier-structure-design",
      "to": "role:staff-engineer",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:support-tier-structure-design",
      "to": "skill-area:incident-response",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:support-tier-structure-design",
      "to": "skill-area:sli-slo-management",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:support-tier-structure-design",
      "to": "domain:customer-experience",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:support-tier-structure-design",
      "to": "domain:operations",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:support-tier-structure-design",
      "to": "responsibility:slo-definition",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:support-tier-structure-design",
      "to": "responsibility:runbook-authoring",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:support-tier-structure-design",
      "to": "org-unit:support-team",
      "kind": "performed_by_org_unit",
      "attributes": {}
    },
    {
      "from": "workflow:support-tier-structure-design",
      "to": "org-unit:customer-success",
      "kind": "performed_by_org_unit",
      "attributes": {}
    }
  ],
  "incomingEdges": []
}