frumu-ai/support-escalation
src-tauri/resources/skill-templates/support-escalation/SKILL.md
Structure and package support escalations for engineering, product, or leadership with full context, reproduction steps, and business impact.
$ install --global
skillsauthnpx skillsauth add frumu-ai/tandem support-escalationInstall this skill globally with one command. Works with Claude Code, Cursor, and Windsurf.
Security Scan Results
3 of 9 scanners reported clean
Some scanners were skipped, did not run, or reported a non-clean status. Review each row below.
3
Scanners Passed
9
Scanners in report
Clean
TrivyContainer and dependency vulnerability scanner
95%
Clean
SemgrepStatic code analysis for vulnerabilities
95%
Clean
mcp-scan (Snyk)Model Context Protocol security validation
95%
Skipped
Snyk (dep)Open source security scanning
50%
Skipped
Socket.devSupply chain security analysis
50%
Skipped
VirusTotalMulti-engine malware detection
50%
Skipped
CrowdStrikeAdvanced threat intelligence
50%
Skipped
OSV-ScannerOpen Source Vulnerability database check
50%
Skipped
OWASP Dep-Check
50%
Last scanned: Apr 18, 2026, 7:57 AM23.5s1 file scanned
SKILL.md
- name:
- support-escalation
- description:
- Structure and package support escalations for engineering, product, or leadership with full context, reproduction steps, and business impact.
Support Escalation
Determine when and how to escalate support issues. Structure escalation briefs that give receiving teams everything they need to act quickly, and follow escalation through to resolution.
When to Escalate
- Technical: Bug confirmed and needs a code fix, infrastructure investigation, data corruption.
- Complexity: Beyond support's ability to diagnose, requires access support doesn't have.
- Impact: Multiple customers affected, production system down, security concern.
- Business: High-value customer at risk, SLA breach imminent, executive involvement.
- Time: Issue has been open beyond SLA, customer waiting unreasonably long.
- Pattern: Same issue reported by 3+ customers.
Escalation Tiers
- Support Escalation (L1 -> L2): For deeper investigation or advanced troubleshooting.
- Engineering Escalation: For confirmed bugs, infrastructure issues, code changes.
- Product Escalation: For feature gaps, design decisions, prioritization.
- Security Escalation: For potential data exposure, vulnerabilities, compliance (Escalate IMMEDIATELY).
- Leadership Escalation: For high churn risk, SLA breaches, cross-functional decisions.
Structured Escalation Format
Every escalation should follow this structure:
ESCALATION: [One-line summary]
Severity: [Critical / High / Medium]
Target: [Engineering / Product / Security / Leadership]
IMPACT
- Customers affected: [Number and names if relevant]
- Workflow impact: [What's broken for them]
- Revenue at risk: [If applicable]
- SLA status: [Within SLA / At risk / Breached]
ISSUE DESCRIPTION
[3-5 sentences: what's happening, when it started, how it manifests, scope of impact]
REPRODUCTION STEPS (for bugs)
1. [Step]
2. [Step]
3. [Step]
Expected: [X]
Actual: [Y]
Environment: [Details]
WHAT'S BEEN TRIED
1. [Action] -> [Result]
2. [Action] -> [Result]
3. [Action] -> [Result]
CUSTOMER COMMUNICATION
- Last update: [Date — what was said]
- Customer expectation: [What they expect and by when]
- Escalation risk: [Will they escalate further?]
WHAT'S NEEDED
- [Specific ask: investigate, fix, decide, approve]
- Deadline: [Date/time]
Related Skills
frumu-ai/plan
development
VerifiedTrustedCommunity
Create detailed implementation plans before making code changes. Use this when you need to plan complex refactors, new features, or multi-file changes. The plan helps users review and approve changes before execution.
107SKILL.mdUpdated Jun 13, 2026
frumu-ai/youtube-scriptwriter
testing
VerifiedTrustedCommunity
Create a retention-focused YouTube video package and output it as a set of files under scripts/<slug>/ (hooks, outline, A-roll, shotlist, on-screen text, CTA, chapters, metadata, titles/thumbnails, filming checklist).
107SKILL.mdUpdated Jun 13, 2026
frumu-ai/writing-polish
tools
VerifiedTrustedCommunity
Review and improve the clarity, tone, and impact of text files in your workspace.
107SKILL.mdUpdated Jun 13, 2026
frumu-ai/website-change-monitor
development
VerifiedTrustedCommunity
Watch important pages and notify when content changes.
107SKILL.mdUpdated Jun 13, 2026