Tier-2 engineering escalation
Confirms the issue requires engineering attention by checking against a short qualification rubric, then collects the technical specifics an engineer needs and writes the escalation note.
Use as the bridge between tier-1 AI handling and tier-2 engineering review. It's a gatekeeper, not a gate-passer.
It does not page anyone. Pager routing is the helpdesk's job; the workflow only produces the engineer-ready writeup.
- classify
- collect
- handoff
Provisioning the MCP URL for Tier-2 engineering escalation is part of Pro.
Free accounts can read the YAML, run the Live Preview, and provision one starter URL. Pro provisions URLs for the whole catalog.
Open YAML. Read it before you subscribe.
The harness that enforces this YAML is closed and hosted. The YAML is what you can audit, fork, and reason about.
1# tier-2-engineering-escalation.yaml2name: tier-2-engineering-escalation3version: 1.0.04category: escalation5description: Engineer-grade qualification + escalation note.6 7qualification_rubric:8 - reproducible: required9 - affects_data: optional10 - affects_billing: optional11 - severity: required12 13harness:14 - step: classify15 apply: qualification_rubric16 on_unqualified: route_to(human-handoff-with-context)17 - step: collect18 fields: [logs, request_id, account_id]19 - step: handoff20 emit:21 packet: engineering_escalation22 Need tier-2 engineering escalationtuned to one client’s voice, escalation logic, and required fields? That’s a $99 personalization.
One-shot fee. Turnaround stated up front. The result is yours, with the deterministic harness already wired.
- Human handoff with contextCloses the AI conversation cleanly and produces the structured packet a human agent needs to pick up.
- Manager escalationCaptures the reason for manager-level attention with structured grounding.
- Outage coordination handoffRoutes incident-related messages into the active incident channel with context.