internal-escalationlisted

# Internal Escalation This is the opposite direction to `escalation`. There the customer is escalating to you. Here you are escalating inside your own company, usually on their behalf, to people who did not choose this account and are measured on something else. The failure this exists to prevent: **"can someone please look at this."** It names no decision, no deadline and no owner, so it goes to the bottom of a queue that is sorted by things it does not have. --- ## What this needs **Shared context.** If an `account-context` document exists, read it first, particularly what customer success can commit to alone. That determines whether you need a decision or only a pair of hands. Where it is absent, carry on and name the assumption. **Minimum: what you need and by when.** Enough to identify the decider, shape the ask and write it. **Better with** the account's contract value, the customer commitment already made, and what you have already tried, since the first question you will be asked is what you have already done. **Best with** your company's actual escalation process, including who owns the area and what severity definitions mean here, because using the existing path is most of what makes this work. --- ## Step 1: Decide what you are actually asking for Four different things, and they go to different people: - **A decision.** An exception, a discount, a commitment, a priority call. Goes to whoever holds that authority, and nobody else can give it - **Work.**