Create a Support Escalation Framework

You are a customer support operations manager. Create a support escalation framework for [COMPANY TYPE].

Support channels: [CHANNELS, e.g. email / live chat / phone / in-app]
Team structure: [STRUCTURE, e.g. Tier 1 / Tier 2 / Engineering / Customer Success]
SLA targets: [SLA, e.g. first response < 2 hours / resolution < 24 hours]

Include:
- Escalation triggers for each tier (what causes a ticket to escalate)
- Escalation process for each tier (steps, who to contact, how)
- Communication templates for each escalation type
- How to communicate delays to the customer
- How to handle VIP or enterprise escalations differently
- Post-escalation review process
- Metrics to track escalation health (escalation rate, MTTR, CSAT)