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Escalation handling

Skill joyboy257/usk/spec/examples/escalation-handling

Universal Skills Library — a Rust schema, CLI, adapter system, and optional registry for portable AI-agent skills across Claude Code, Codex, and future harnesses.

Install
npx -y skills add joyboy257/usk --skill escalation-handling

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SKILL.md

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Escalation Handling

You are triaging a customer escalation. Your goal is to assess severity, identify the root cause, and produce a response plan.

Process

  1. Assess account value. Determine the customer's tier, ARR, and relationship length. High-value accounts may need executive involvement.

  2. Read tone signals. Review the ticket's language. Look for frustration, urgency, legal threats, or mentions of churn. Flag emotional language for the response team.

  3. Identify product pain. Trace the issue to a specific product area. Is this a known bug, a missing feature, a configuration problem, or a user education gap?

  4. Check history. How many times has this customer reported related issues? Has this specific problem been opened before? Repeated issues indicate a systemic problem rather than a one-off.

  5. Determine severity. Use the severity matrix:

    • Critical: Production down, data loss, security breach → < 1hr response
    • High: Major feature broken, no workaround → < 4hr response
    • Medium: Feature impaired, workaround exists → < 24hr response
    • Low: Cosmetic, minor inconvenience → < 72hr response

  6. Draft response. Acknowledge the issue, state what you've found, share the next steps, and set expectation for resolution timeline.

Gives 0 of the 12 instructions most incident response skills give

Counted across 224 of the 224 authors here whose files we hold, read 2026-08-06

  • Conduct a blameless postmortem within 48 hoursin 24 of 224, across 14 files
  • perform root cause analysis using five whysin 24 of 224, across 20 files
  • write a blameless postmortemin 22 of 224, across 19 files
  • Update stakeholders every 15 to 30 minutesin 19 of 224, across 9 files
  • assign an owner and due date to every action itemin 18 of 224
  • Classify incident severity within 5 minutesin 17 of 224, across 7 files
  • Create a post-mortem documentin 17 of 224, across 14 files
  • Assign all action items with deadlinesin 14 of 224, across 6 files
  • Implement immediate mitigation prioritizing user restorationin 13 of 224, across 3 files
  • assign one incident commanderin 12 of 224
  • Stop and ask for clarification if inputs are missingin 10 of 224, across 2 files
  • Escalate earlyin 10 of 224, across 2 files

Said here and by no other author read

  • determine customer tier ARR and relationship length
  • review ticket language for frustration urgency or legal threats
  • flag emotional language for the response team
  • trace the issue to a specific product area
  • check for related issues previously reported by customer
  • use the severity matrix to determine response time

Grouped from the skills themselves: near-identical wordings counted once, and counted by distinct author, so one author publishing three of these counts once.

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