Write a Tiered Escalation Message Pack

Write a tiered escalation message pack from the following inputs:

Product: [PRODUCT NAME]
Support tiers: [L1 / L2 / ENGINEERING / ACCOUNT]
Common escalation triggers: [BILLING, OUTAGE, DATA ISSUE, SECURITY CONCERN]
Tone: [EMPATHETIC / DIRECT / FORMAL]
Channels: [EMAIL / CHAT / TICKET]
SLA expectations: [RESPONSE AND RESOLUTION TARGETS]
What agents must never promise: [NO GUARANTEES LIST]
Locale notes: [ENGLISH ONLY OR OTHER]

Requirements:
1. Draft macros for L1 acknowledgment, L2 handoff, engineering update, and resolution close.
2. Include required fields agents must collect before escalating (repro steps, impact, urgency).
3. Provide severity-aligned language that sets expectations without overpromising.
4. Add a customer-facing status update template for delayed investigations.
5. Include an internal handoff note format so context is not lost between tiers.
6. Keep security and privacy cautious. Do not ask for secrets in chat unnecessarily.
7. Provide a short de-escalation path when the issue can be solved without engineering.
8. End with a QA checklist for tone, accuracy, and next-step clarity.