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When and how to escalate a support case v1.0.0

Use this resource to decide when to escalate a support case to engineering

New

  • 422 downloads
  • 158 likes
  • 211 saves

Free

Install with the CLI

In a terminal, from the folder you want:

npx --yes palatekit@latest install support-escalation-to-engineering

With no option, the skill goes to ~/.agents/skills/; add --agent claude-code (or codex, cursor…) to target an agent.

First time: connect the CLI with

npx --yes palatekit@latest login

The agent applies the escalation rule: a case goes to engineering when a customer's production traffic is affected for more than thirty minutes. It then links the case to the matching incident. You get a justified, traceable escalation.

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Updated November 2, 2026

Card for the “When and how to escalate a support case” skill

Details

Works in
Install guides
Generates with
Your agent's model
Licence
Apache-2.0

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What you get

  • SKILL.md: thirty-minute escalation threshold
  • SKILL.md: linking the case to the incident

Good fit for

  • A customer's production traffic has been hit for over half an hour
  • A case must be linked to an ongoing incident

Not for

    Tags

    • support
    • escalation
    • incident
    • production

    About

    You say

    “The customer's production traffic has been down for forty minutes: should we escalate?”

    Card for the “When and how to escalate a support case” skill

    Skill published by vercel under the Apache-2.0 license, delivered in its original version.

    Show more

    How to use it

    1. Install the skill in your agent's skills folder
    2. Ask your agent to decide when to escalate a support case to engineering
    3. Review and adjust the result

    Content preview

    Files

    • LICENSE11.1 KB
    • NOTICE-PALATEKIT.md0.5 KB
    • SKILL.md0.3 KB

    Origin and licence

    Listed unmodified

    Author
    vercel
    Source
    github.com/vercel/eve/tree/98e304eee3050a23beb43203ddfa0dd8c7cea642/e2e/fixtures/agent-tool-discovery/agent/skills/support__escalation-policy
    Licence
    Apache-2.0

    Notice

    « support__escalation-policy » (vercel, Apache-2.0) livré dans sa version d'origine : fiche en français et en anglais par PalateKit.

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