Customer support escalation (Tier 1 → Tier 2 → engineering)
Tiered support with SLA-driven escalation: triage and SLA assignment, Tier 1 troubleshooting with a 2-hour timer that escalates to Tier 2, defect hand-off to engineering for a hotfix, and an event-based wait for the customer to confirm, report that the problem persists (re-opens to Tier 2) or go silent for 5 days. Illustrative SLAs.
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<?xml version="1.0" encoding="UTF-8"?>
<bpmn:definitions xmlns:bpmn="http://www.omg.org/spec/BPMN/20100524/MODEL" xmlns:bpmndi="http://www.omg.org/spec/BPMN/20100524/DI" xmlns:dc="http://www.omg.org/spec/DD/20100524/DC" xmlns:di="http://www.omg.org/spec/DD/20100524/DI" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" id="Process_SupportEscalation_defs" targetNamespace="http://flowss.ai/bpmn">
<bpmn:message id="Msg_Ticket" name="Support request"/>
<bpmn:message id="Msg_Confirmed" name="Fix confirmed"/>
<bpmn:message id="Msg_Persists" name="Problem persists"/>
<bpmn:process id="Process_SupportEscalation" name="Support escalation" isExecutable="false">
<bpmn:documentation>Tiered customer support. Priority and SLA come from a business-rule task. Tier 1 has two hours to resolve before an interrupting timer escalates the ticket to Tier 2; Tier 2 reproduces the issue and either applies a workaround or hands a confirmed defect to engineering for a hotfix. After the resolution is sent, an event-based gateway waits for whichever happens first: confirmation, a report that the problem persists (the ticket re-opens at Tier 2), or five days of silence. The 2-hour and 5-day values are illustrative SLAs.</bpmn:documentation>
<bpmn:laneSet id="Process_SupportEscalation_lanes">
<bpmn:lane id="Lane_Tier1" name="Tier 1 support"><bpmn:flowNodeRef>Start_Ticket</bpmn:flowNodeRef><bpmn:flowNodeRef>Task_Triage</bpmn:flowNodeRef><bpmn:flowNodeRef>Task_SLA</bpmn:flowNodeRef><bpmn:flowNodeRef>Task_Troubleshoot</bpmn:flowNodeRef><bpmn:flowNodeRef>Timer_Tier1</bpmn:flowNodeRef><bpmn:flowNodeRef>Gw_Tier1</bpmn:flowNodeRef><bpmn:flowNodeRef>Gw_ResolvedMerge</bpmn:flowNodeRef><bpmn:flowNodeRef>Task_SendResolution</bpmn:flowNodeRef><bpmn:flowNodeRef>Gw_AwaitCustomer</bpmn:flowNodeRef><bpmn:flowNodeRef>Catch_Confirmed</bpmn:flowNodeRef><bpmn:flowNodeRef>Catch_Persists</bpmn:flowNodeRef><bpmn:flowNodeRef>Catch_Silent</bpmn:flowNodeRef><bpmn:flowNodeRef>Gw_CloseMerge</bpmn:flowNodeRef><bpmn:flowNodeRef>Task_Close</bpmn:flowNodeRef><bpmn:flowNodeRef>End_Closed</bpmn:flowNodeRef></bpmn:lane>
<bpmn:lane id="Lane_Tier2" name="Tier 2 support"><bpmn:flowNodeRef>Gw_ToTier2</bpmn:flowNodeRef><bpmn:flowNodeRef>Task_Reproduce</bpmn:flowNodeRef><bpmn:flowNodeRef>Gw_Defect</bpmn:flowNodeRef><bpmn:flowNodeRef>Task_Workaround</bpmn:flowNodeRef><bpmn:flowNodeRef>Gw_FixMerge</bpmn:flowNodeRef></bpmn:lane>
<bpmn:lane id="Lane_Engineering" name="Engineering"><bpmn:flowNodeRef>Task_LogDefect</bpmn:flowNodeRef><bpmn:flowNodeRef>Task_Hotfix</bpmn:flowNodeRef></bpmn:lane>
</bpmn:laneSet>
<bpmn:startEvent id="Start_Ticket" name="Ticket submitted"><bpmn:messageEventDefinition id="Start_Ticket_ed" messageRef="Msg_Ticket"/></bpmn:startEvent>
<bpmn:userTask id="Task_Triage" name="Triage and categorise"/>
<bpmn:businessRuleTask id="Task_SLA" name="Assign priority and SLA"/>
<bpmn:userTask id="Task_Troubleshoot" name="Apply known solution"/>
<bpmn:boundaryEvent id="Timer_Tier1" name="No fix within 2 hours" attachedToRef="Task_Troubleshoot"><bpmn:timerEventDefinition id="Timer_Tier1_ed"><bpmn:timeDuration xsi:type="bpmn:tFormalExpression">PT2H</bpmn:timeDuration></bpmn:timerEventDefinition></bpmn:boundaryEvent>
<bpmn:exclusiveGateway id="Gw_Tier1" name="Resolved?" default="Flow_6"/>
<bpmn:exclusiveGateway id="Gw_ToTier2"/>
<bpmn:userTask id="Task_Reproduce" name="Investigate and reproduce"/>
<bpmn:exclusiveGateway id="Gw_Defect" name="Product defect?" default="Flow_10"/>
<bpmn:userTask id="Task_Workaround" name="Apply workaround"/>
<bpmn:userTask id="Task_LogDefect" name="Log defect and develop fix"/>
<bpmn:serviceTask id="Task_Hotfix" name="Deploy hotfix"/>
<bpmn:exclusiveGateway id="Gw_FixMerge"/>
<bpmn:exclusiveGateway id="Gw_ResolvedMerge"/>
<bpmn:sendTask id="Task_SendResolution" name="Send resolution"/>
<bpmn:eventBasedGateway id="Gw_AwaitCustomer" name="Await customer"/>
<bpmn:intermediateCatchEvent id="Catch_Confirmed" name="Customer confirms fix"><bpmn:messageEventDefinition id="Catch_Confirmed_ed" messageRef="Msg_Confirmed"/></bpmn:intermediateCatchEvent>
<bpmn:intermediateCatchEvent id="Catch_Persists" name="Problem persists"><bpmn:messageEventDefinition id="Catch_Persists_ed" messageRef="Msg_Persists"/></bpmn:intermediateCatchEvent>
<bpmn:intermediateCatchEvent id="Catch_Silent" name="5 days without reply"><bpmn:timerEventDefinition id="Catch_Silent_ed"><bpmn:timeDuration xsi:type="bpmn:tFormalExpression">P5D</bpmn:timeDuration></bpmn:timerEventDefinition></bpmn:intermediateCatchEvent>
<bpmn:exclusiveGateway id="Gw_CloseMerge"/>
<bpmn:sendTask id="Task_Close" name="Close ticket and send survey"/>
<bpmn:endEvent id="End_Closed" name="Ticket closed"/>
<bpmn:sequenceFlow id="Flow_1" sourceRef="Start_Ticket" targetRef="Task_Triage"/>
<bpmn:sequenceFlow id="Flow_2" sourceRef="Task_Triage" targetRef="Task_SLA"/>
<bpmn:sequenceFlow id="Flow_3" sourceRef="Task_SLA" targetRef="Task_Troubleshoot"/>
<bpmn:sequenceFlow id="Flow_4" sourceRef="Task_Troubleshoot" targetRef="Gw_Tier1"/>
<bpmn:sequenceFlow id="Flow_5" name="yes" sourceRef="Gw_Tier1" targetRef="Gw_ResolvedMerge"><bpmn:conditionExpression xsi:type="bpmn:tFormalExpression">=resolved</bpmn:conditionExpression></bpmn:sequenceFlow>
<bpmn:sequenceFlow id="Flow_6" name="no" sourceRef="Gw_Tier1" targetRef="Gw_ToTier2"/>
<bpmn:sequenceFlow id="Flow_7" sourceRef="Timer_Tier1" targetRef="Gw_ToTier2"/>
<bpmn:sequenceFlow id="Flow_8" sourceRef="Gw_ToTier2" targetRef="Task_Reproduce"/>
<bpmn:sequenceFlow id="Flow_9" sourceRef="Task_Reproduce" targetRef="Gw_Defect"/>
<bpmn:sequenceFlow id="Flow_10" name="no" sourceRef="Gw_Defect" targetRef="Task_Workaround"/>
<bpmn:sequenceFlow id="Flow_11" name="yes" sourceRef="Gw_Defect" targetRef="Task_LogDefect"><bpmn:conditionExpression xsi:type="bpmn:tFormalExpression">=isDefect</bpmn:conditionExpression></bpmn:sequenceFlow>
<bpmn:sequenceFlow id="Flow_12" sourceRef="Task_LogDefect" targetRef="Task_Hotfix"/>
<bpmn:sequenceFlow id="Flow_13" sourceRef="Task_Workaround" targetRef="Gw_FixMerge"/>
<bpmn:sequenceFlow id="Flow_14" sourceRef="Task_Hotfix" targetRef="Gw_FixMerge"/>
<bpmn:sequenceFlow id="Flow_15" sourceRef="Gw_FixMerge" targetRef="Gw_ResolvedMerge"/>
<bpmn:sequenceFlow id="Flow_16" sourceRef="Gw_ResolvedMerge" targetRef="Task_SendResolution"/>
<bpmn:sequenceFlow id="Flow_17" sourceRef="Task_SendResolution" targetRef="Gw_AwaitCustomer"/>
<bpmn:sequenceFlow id="Flow_18" sourceRef="Gw_AwaitCustomer" targetRef="Catch_Confirmed"/>
<bpmn:sequenceFlow id="Flow_19" sourceRef="Gw_AwaitCustomer" targetRef="Catch_Persists"/>
<bpmn:sequenceFlow id="Flow_20" sourceRef="Gw_AwaitCustomer" targetRef="Catch_Silent"/>
<bpmn:sequenceFlow id="Flow_21" sourceRef="Catch_Confirmed" targetRef="Gw_CloseMerge"/>
<bpmn:sequenceFlow id="Flow_22" sourceRef="Catch_Silent" targetRef="Gw_CloseMerge"/>
<bpmn:sequenceFlow id="Flow_23" sourceRef="Catch_Persists" targetRef="Gw_ToTier2"/>
<bpmn:sequenceFlow id="Flow_24" sourceRef="Gw_CloseMerge" targetRef="Task_Close"/>
<bpmn:sequenceFlow id="Flow_25" sourceRef="Task_Close" targetRef="End_Closed"/>
<bpmn:textAnnotation id="Note_SLA"><bpmn:text>2-hour Tier 1 window and 5-day auto-closure are illustrative SLAs.</bpmn:text></bpmn:textAnnotation>
</bpmn:process>
<bpmn:collaboration id="Process_SupportEscalation_collab">
<bpmn:participant id="Process_SupportEscalation_pool" name="Support organisation" processRef="Process_SupportEscalation"/>
<bpmn:participant id="Participant_Customer" name="Customer"/>
<bpmn:messageFlow id="MsgFlow_Request" name="Support request" sourceRef="Participant_Customer" targetRef="Start_Ticket"/>
<bpmn:messageFlow id="MsgFlow_Resolution" name="Resolution" sourceRef="Task_SendResolution" targetRef="Participant_Customer"/>
<bpmn:messageFlow id="MsgFlow_Confirmed" name="Fix confirmed" sourceRef="Participant_Customer" targetRef="Catch_Confirmed"/>
<bpmn:messageFlow id="MsgFlow_Persists" name="Still broken" sourceRef="Participant_Customer" targetRef="Catch_Persists"/>
<bpmn:messageFlow id="MsgFlow_Survey" name="Satisfaction survey" sourceRef="Task_Close" targetRef="Participant_Customer"/>
</bpmn:collaboration>
<bpmndi:BPMNDiagram id="Process_SupportEscalation_di">
<bpmndi:BPMNPlane id="Process_SupportEscalation_plane" bpmnElement="Process_SupportEscalation_collab">
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<bpmndi:BPMNShape id="Lane_Tier1_di" bpmnElement="Lane_Tier1" isHorizontal="true"><dc:Bounds x="190" y="200" width="2568" height="300"/></bpmndi:BPMNShape>
<bpmndi:BPMNShape id="Lane_Tier2_di" bpmnElement="Lane_Tier2" isHorizontal="true"><dc:Bounds x="190" y="500" width="2568" height="190"/></bpmndi:BPMNShape>
<bpmndi:BPMNShape id="Lane_Engineering_di" bpmnElement="Lane_Engineering" isHorizontal="true"><dc:Bounds x="190" y="690" width="2568" height="150"/></bpmndi:BPMNShape>
<bpmndi:BPMNShape id="Participant_Customer_di" bpmnElement="Participant_Customer" isHorizontal="true"><dc:Bounds x="160" y="60" width="2598" height="60"/></bpmndi:BPMNShape>
<bpmndi:BPMNShape id="Start_Ticket_di" bpmnElement="Start_Ticket"><dc:Bounds x="262" y="242" width="36" height="36"/><bpmndi:BPMNLabel><dc:Bounds x="239" y="283" width="83" height="15"/></bpmndi:BPMNLabel></bpmndi:BPMNShape>
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<bpmndi:BPMNShape id="Task_SLA_di" bpmnElement="Task_SLA"><dc:Bounds x="530" y="220" width="100" height="80"/></bpmndi:BPMNShape>
<bpmndi:BPMNShape id="Task_Troubleshoot_di" bpmnElement="Task_Troubleshoot"><dc:Bounds x="680" y="220" width="100" height="80"/></bpmndi:BPMNShape>
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<bpmndi:BPMNShape id="Gw_Tier1_di" bpmnElement="Gw_Tier1" isMarkerVisible="true"><dc:Bounds x="855" y="235" width="50" height="50"/><bpmndi:BPMNLabel><dc:Bounds x="853" y="216" width="54" height="15"/></bpmndi:BPMNLabel></bpmndi:BPMNShape>
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<bpmndi:BPMNShape id="Task_LogDefect_di" bpmnElement="Task_LogDefect"><dc:Bounds x="1280" y="725" width="100" height="80"/></bpmndi:BPMNShape>
<bpmndi:BPMNShape id="Task_Hotfix_di" bpmnElement="Task_Hotfix"><dc:Bounds x="1430" y="725" width="100" height="80"/></bpmndi:BPMNShape>
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<bpmndi:BPMNShape id="Catch_Confirmed_di" bpmnElement="Catch_Confirmed"><dc:Bounds x="2062" y="242" width="36" height="36"/><bpmndi:BPMNLabel><dc:Bounds x="2051" y="283" width="58" height="28"/></bpmndi:BPMNLabel></bpmndi:BPMNShape>
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<bpmndi:BPMNEdge id="Flow_3_di" bpmnElement="Flow_3"><di:waypoint x="630" y="260"/><di:waypoint x="680" y="260"/></bpmndi:BPMNEdge>
<bpmndi:BPMNEdge id="Flow_4_di" bpmnElement="Flow_4"><di:waypoint x="780" y="260"/><di:waypoint x="855" y="260"/></bpmndi:BPMNEdge>
<bpmndi:BPMNEdge id="Flow_5_di" bpmnElement="Flow_5"><di:waypoint x="905" y="260"/><di:waypoint x="1605" y="260"/><bpmndi:BPMNLabel><dc:Bounds x="911" y="241" width="20" height="15"/></bpmndi:BPMNLabel></bpmndi:BPMNEdge>
<bpmndi:BPMNEdge id="Flow_6_di" bpmnElement="Flow_6"><di:waypoint x="880" y="285"/><di:waypoint x="880" y="545"/><bpmndi:BPMNLabel><dc:Bounds x="886" y="288" width="15" height="15"/></bpmndi:BPMNLabel></bpmndi:BPMNEdge>
<bpmndi:BPMNEdge id="Flow_7_di" bpmnElement="Flow_7"><di:waypoint x="710" y="318"/><di:waypoint x="710" y="570"/><di:waypoint x="855" y="570"/></bpmndi:BPMNEdge>
<bpmndi:BPMNEdge id="Flow_8_di" bpmnElement="Flow_8"><di:waypoint x="905" y="570"/><di:waypoint x="980" y="570"/></bpmndi:BPMNEdge>
<bpmndi:BPMNEdge id="Flow_9_di" bpmnElement="Flow_9"><di:waypoint x="1080" y="570"/><di:waypoint x="1155" y="570"/></bpmndi:BPMNEdge>
<bpmndi:BPMNEdge id="Flow_10_di" bpmnElement="Flow_10"><di:waypoint x="1205" y="570"/><di:waypoint x="1280" y="570"/><bpmndi:BPMNLabel><dc:Bounds x="1211" y="551" width="15" height="15"/></bpmndi:BPMNLabel></bpmndi:BPMNEdge>
<bpmndi:BPMNEdge id="Flow_11_di" bpmnElement="Flow_11"><di:waypoint x="1180" y="595"/><di:waypoint x="1180" y="765"/><di:waypoint x="1280" y="765"/><bpmndi:BPMNLabel><dc:Bounds x="1186" y="598" width="20" height="15"/></bpmndi:BPMNLabel></bpmndi:BPMNEdge>
<bpmndi:BPMNEdge id="Flow_12_di" bpmnElement="Flow_12"><di:waypoint x="1380" y="765"/><di:waypoint x="1430" y="765"/></bpmndi:BPMNEdge>
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<bpmndi:BPMNEdge id="Flow_15_di" bpmnElement="Flow_15"><di:waypoint x="1630" y="545"/><di:waypoint x="1630" y="285"/></bpmndi:BPMNEdge>
<bpmndi:BPMNEdge id="Flow_16_di" bpmnElement="Flow_16"><di:waypoint x="1655" y="260"/><di:waypoint x="1730" y="260"/></bpmndi:BPMNEdge>
<bpmndi:BPMNEdge id="Flow_17_di" bpmnElement="Flow_17"><di:waypoint x="1830" y="260"/><di:waypoint x="1905" y="260"/></bpmndi:BPMNEdge>
<bpmndi:BPMNEdge id="Flow_18_di" bpmnElement="Flow_18"><di:waypoint x="1955" y="260"/><di:waypoint x="2062" y="260"/></bpmndi:BPMNEdge>
<bpmndi:BPMNEdge id="Flow_19_di" bpmnElement="Flow_19"><di:waypoint x="1930" y="285"/><di:waypoint x="1930" y="360"/><di:waypoint x="2212" y="360"/></bpmndi:BPMNEdge>
<bpmndi:BPMNEdge id="Flow_20_di" bpmnElement="Flow_20"><di:waypoint x="1930" y="285"/><di:waypoint x="1930" y="445"/><di:waypoint x="2062" y="445"/></bpmndi:BPMNEdge>
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<bpmndi:BPMNEdge id="Flow_23_di" bpmnElement="Flow_23"><di:waypoint x="2230" y="378"/><di:waypoint x="2230" y="660"/><di:waypoint x="880" y="660"/><di:waypoint x="880" y="595"/></bpmndi:BPMNEdge>
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<bpmndi:BPMNEdge id="Flow_25_di" bpmnElement="Flow_25"><di:waypoint x="2580" y="260"/><di:waypoint x="2662" y="260"/></bpmndi:BPMNEdge>
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<bpmndi:BPMNEdge id="MsgFlow_Request_di" bpmnElement="MsgFlow_Request"><di:waypoint x="280" y="120"/><di:waypoint x="280" y="242"/><bpmndi:BPMNLabel><dc:Bounds x="286" y="153" width="81" height="15"/></bpmndi:BPMNLabel></bpmndi:BPMNEdge>
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</bpmndi:BPMNPlane>
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</bpmn:definitions>