{
  "id": "workflow:technical-support-escalation",
  "_kind": "Workflow",
  "_file": "workflows/workflows/workflows-support-types.yaml",
  "_cluster": "workflows",
  "attributes": {
    "displayName": "Technical Support Escalation",
    "workflowKind": "operational",
    "triggerType": "event-driven",
    "typicalCadence": "per-event",
    "complexity": "cross-team",
    "description": "Manages the escalation of technically complex support cases to\nengineering — defining clear escalation criteria based on issue\nreproduction complexity, code-level investigation requirements, and\npotential bug severity, packaging escalation handoffs with structured\nreproduction steps, environment details, log snippets, and customer impact\nassessment, routing to the appropriate engineering team based on component\nownership and on-call schedules, tracking engineering SLAs for\nacknowledging, investigating, and fixing escalated issues, managing\ncustomer communication cadence during engineering investigation periods,\ncoordinating hotfix deployment decisions versus next-release scheduling,\nfeeding resolution patterns back to support teams as runbooks for future\nself-resolution, and maintaining an escalation backlog review cadence to\nprevent aging issues. Produces escalation volume dashboards, engineering\nresponse SLA reports, and fix-time distribution analyses by component.\nExcludes L1 triage and product roadmap prioritization.\n"
  },
  "outgoingEdges": [
    {
      "from": "workflow:technical-support-escalation",
      "to": "role:bug-triager",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:technical-support-escalation",
      "to": "role:debugger",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:technical-support-escalation",
      "to": "role:engineering-manager",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:technical-support-escalation",
      "to": "skill-area:customer-success",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:technical-support-escalation",
      "to": "skill-area:observability-pipeline",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:technical-support-escalation",
      "to": "domain:customer-experience",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:technical-support-escalation",
      "to": "domain:operations",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:technical-support-escalation",
      "to": "responsibility:triage-incoming-issues",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:technical-support-escalation",
      "to": "responsibility:respond-incidents",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:technical-support-escalation",
      "to": "org-unit:support-team",
      "kind": "performed_by_org_unit",
      "attributes": {}
    },
    {
      "from": "workflow:technical-support-escalation",
      "to": "org-unit:engineering",
      "kind": "performed_by_org_unit",
      "attributes": {}
    }
  ],
  "incomingEdges": [
    {
      "from": "tool:medusa",
      "to": "workflow:technical-support-escalation",
      "kind": "supports_work",
      "attributes": {
        "confidence": "medium",
        "evidence": "Order and storefront context helps support engineers diagnose commerce escalations."
      }
    },
    {
      "from": "tool-server:mcp-medusa-candidate",
      "to": "workflow:technical-support-escalation",
      "kind": "supports_work",
      "attributes": {
        "confidence": "medium",
        "evidence": "Order and product state helps diagnose storefront escalations."
      }
    }
  ]
}