Updating Escalations handbook page

  - Managing all assigned escalation tasks in Gainsight

  - Acting as an escalation point for customer-related issues (for example, delayed response, open actions, non-compliance installation or product use, etc.)

  - Developing the business case justification and escalation to Product for escalations related to enhancement requests

  - Posting updates to Gainsight timeline & keeping the temporary Slack channel and the `#escalated_customers` slack channel updated.

  - Posting updates to Gainsight timeline, which will trigger notifications to both the temporary Slack channel and the `#escalated_customers` slack channel

- Support Engineering is responsible for:

__Ongoing__

1. Post updates in the Gainsight case CTA & Slack channels according to the cadence described in the [definitions of severity levels](#definitions-of-severity-levels).

1. Post updates in the Gainsight case CTA according to the cadence described in the [definitions of severity levels](#definitions-of-severity-levels).

1. Keep exit criteria and DRIs up to date in the [CS Help request](#cs-help-request)

#### Temporary Slack Channel

This channel will remain open until the escalation is closed and should be listed in the escalation case. Name the channel #esc_customername (must start with #esc_ to be included in our data retention policy) and ensure it is a public channel so that relevant parties can be easily added/find the channel. Some more tips & tricks for opening and managing the temporary slack channel can be found below:

This channel will remain open until the escalation is closed and should be listed in the escalation case. Name the channel #esc_customername (must start with #esc_ to be included in our data retention policy) and ensure it is a public channel so that relevant internal GitLab parties can be easily added/find the channel. Some more tips & tricks for opening and managing the temporary slack channel can be found below:

- a. Create an opening message in the escalation channel which should include the link to the escalation case + the initial ask. Also link to the customer notes doc.

  - Example for a potential opening message to get things going:

1. Navigate to the next open renewal opportunity under "Opportunities". It helps to sort the list of opportunities by "Close Date" descending. (Note: if you're having trouble finding the opportunity, you may need to change the Salesforce App. Click the 9-dotted box in the upper left corner and change the Salesforce App to "Sales")

1. In the top right corner, click on "Request Support" and then in the drop down field on "CS Help"

1. Select the case type: Escalations (CSM/CSE Accounts)

1. Fill out the required fields in the Escalation Case

1. Fill out the required fields in the Escalation Case, including the link to the Internal Customer Escalation Slack Channel that was previously created.

1. For the required field "Internal Customer Escalation Slack Channel" paste the Slack channel link (not just the channel name). To get this link, hover over the #esc_customername channel in Slack and right-click, then go to Copy > Copy Link. Paste this link in the required field in Salesforce.

1. Click "Create case"

1. Complete other fields in the opened case: Customer Collaboration project, Customer meeting notes, Escalation Exit criteria. At this time, you can also edit any of the fields initially filled out when opening the case.