Create a Support Tier and Escalation Matrix

Design a support tier and escalation matrix for the following organisation:

Company: [name and product type]
Support channels: [email / live chat / phone / in-app / social]
Team structure: [e.g. Tier 1 agents / Tier 2 specialists / engineering / CSMs]
Customer segments with different SLAs: [e.g. free / paid / enterprise]
Current pain point: [e.g. everything escalates to engineers / SLAs are missed / no clear ownership]

Design the matrix:

1. Tier definitions:
   - Tier 1 (frontline): what they handle, what they don't, escalation trigger
   - Tier 2 (specialist): scope and escalation criteria
   - Tier 3 (engineering / product): when and how issues reach them
   - Executive escalations: criteria and handling

2. SLA table by customer segment and severity:
   - Severity levels: Critical / High / Medium / Low with definitions
   - First response time per tier/segment combination
   - Resolution time targets
   - Business hours vs. 24/7 considerations

3. Escalation process:
   - How to escalate (information required, handoff format)
   - Who owns the customer during escalation
   - Communication to the customer during escalation

4. Escalation anti-patterns: common mistakes that frustrate customers during escalations