Escalation checklist

Good escalations save an engineering round trip.

Include these details

• Customer organization name.
• Organization page URL.
• Requester name and company domain.
• What the customer was trying to do.
• The exact step that failed.
• Error message, copied exactly.
• Screenshot with sensitive values redacted.
• Public doc page the customer followed, if any.
• Whether this affects one user, one tenant, or multiple tenants.

Severity guide

Escalate as urgent only for:

• Active customer outage.
• Authentication outage.
• Campaign launch blocked for an imminent customer deadline.
• Suspected cross-tenant data exposure.
• Security issue.

Everything else can be normal priority.

Good escalation note

Customer Example Co followed the SCIM setup doc and reached step 6. Entra shows 401 Unauthorized when testing provisioning. Tenant appears to be Example Co Production, not the parent partner tenant. Screenshot attached with token redacted. Please verify whether the SCIM token is active for this organization.