🧬 How Escalation Works at CrownThrive
Our support system is tiered to resolve issues at the right level, the first time—with escalation only when necessary. This ensures fast resolutions, minimized confusion, and accountability at every step.
🧾 Escalation Matrix
| Tier | Handled By | Examples of Issues | Timeframe to Escalate |
| Tier 1 | Support Team / Platform Admin | Login issues, missing points, basic questions, how-to help | 0–48 hours |
| Tier 2 | Operations, Moderators, Partner Success | Unresolved disputes, reward delivery breakdowns, instructor issues | After 48 hours unresolved |
| Tier 3 | CLO, CTO, CEO (Executive Team) | Legal matters, impersonation, fraud, system abuse, partner violation | Immediate or Tier 2 fails |
📌 All issues are documented and tracked during escalation. You’ll be notified if your case has been escalated.
🧠 Who Handles What?
| Department | Responsible For |
| Support Ops | General inquiries, FAQs, dashboard tickets, email responses |
| Partner Success | Partner onboarding, loyalty card issues, VIP redemptions |
| Affiliate Admin | Commission tracking, affiliate disputes, payout assistance |
| CrownThriveU | Instructor onboarding, course approval, refunds and takedowns |
| CTO | System bugs, platform crashes, uptime, security threats |
| CLO | Legal claims, impersonation reports, copyright disputes, abuse escalation |
| CEO / COO | Platform retirement, partner offboarding, critical incident resolution |
🔄 When Will My Ticket Be Escalated?
Your issue will be escalated when:
- It remains unresolved after the expected response time
- You request formal dispute resolution or legal assistance
- It involves safety, fraud, or impersonation concerns
- You’ve already communicated with multiple departments
🧾 Version Control
- Published On: July 27, 2025
- Last Reviewed: July 27, 2025
- Next Review Due: October 2025
- Maintained By: Support Ops + CLO + COO