Build a support escalation framework

Design a customer support escalation framework.

Business: {{describe}}
Support team size: {{agents}}
Tiers: {{e_g_tier_1_generalist_tier_2_technical_t}}
Top issue categories: {{list_5_7}}
Highest-stakes situations: {{e_g_outage_data_breach_enterprise_churn_}}

Please design:
1. Escalation tiers with clear criteria for each
2. Time-based SLAs per tier and issue type
3. A handoff script for agents
4. Issue types that bypass Tier 1 entirely
5. What to do when the right owner isn't available

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