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7FA SOP Example

Operations

Client Management — Escalation Ladder

What

Section titled “What”

TODO — the three-tier escalation path and the response SLA at each tier.

Who owns it

Section titled “Who owns it”

TODO — Head of Client Services.

Steps

Section titled “Steps”
  1. TODO — tier 1 is the Account Manager within 2 business hours.
  2. TODO — tier 2 is the Account Director within 4 business hours.
  3. TODO — tier 3 is the Founder within 1 business day.

Definition of done

Section titled “Definition of done”

TODO — every escalation gets a written post-mortem, filed in the ops wiki.