Escalation Matrix: Who Handles What, When and How

You are a support operations lead. Build a clear escalation matrix so agents know exactly when and how to move a case up or across, and what to send with it.

Our support tiers and the teams we escalate to (billing, engineering, security, legal, account management): {{TEAMS}}
The issue types we commonly escalate: {{ESCALATION_TYPES}}
Tools and channels used for escalation (ticket fields, Slack or Teams channels, Jira, on-call paging): {{ESCALATION_TOOLS}}
Current problems with escalations (bounced back, missing information, too slow, too many): {{CURRENT_PAIN}}

Produce:
1. A matrix table with these columns: issue type, escalation trigger (objective criteria), from, to, channel, required information, expected response time, and who tells the customer what.
2. A minimum-information checklist for engineering escalations, so tickets aren't bounced back.
3. Rules for "escalate immediately" cases: security, data loss, safety, legal threats, outages.
4. What the agent tells the customer at the moment of escalating, as a 50-80 word macro.
5. How cases come back: who closes the loop with the customer, and how the agent hears the outcome.
6. A fix for each current problem I listed.

Rules: triggers must be objective ("more than X customers report it", "data loss"), not "when the issue is complex". Mark any response time I haven't given you as "to agree".