Support: keep going or escalate?
If you are stuck, use this page to make one clear decision: continue self-serve now, or prepare a complete escalation packet first.
Quick decision
- Continue self-serve if one owner can complete the next route step this week.
- Prepare escalation if the same step failed twice, ownership is unclear, or delay risk is now measurable.
Canonical escalation packet (use this same model everywhere)
- Blocked page URL (the exact page where work stalled)
- Expected outcome (what should have happened)
- Actual outcome (what happened instead)
- Current owner status (who owns it now, and what is unclear)
- Blocker type (scope, execution, or risk)
- One evidence item (for example: screenshot, error output, or metric drop)
Flow order (do this in order)
- Use Intake Checklist to prepare all six packet fields.
- Submit one prepared packet at /assisted-intake/.
- After submission, read what happens next and continue the safest self-serve step.
Readiness check
- Ready to submit: all six fields are specific enough that another operator can understand the blocker without guessing.
- Not ready yet: any field is missing or vague. Go back to Intake Checklist and complete it first.
- Need a route first: return to Start and choose one executable route before escalating.