Skip to content
Weave templates

Weave — Support Escalation Tree

Channels into triage, severity split with response targets, then L1 → L2 → L3 and the exits.

Template previewWeave
Rendering…

Make it your own.

{
  "nodes": [
    { "id": "ch1", "type": "rounded", "label": "Email — help@northwind.io", "x": 40,  "y": 20, "width": 250, "height": 70, "fill": "#e0f2fe", "stroke": "#0369a1" },
    { "id": "ch2", "type": "rounded", "label": "In-app chat",               "x": 330, "y": 20, "width": 250, "height": 70, "fill": "#e0f2fe", "stroke": "#0369a1" },
    { "id": "ch3", "type": "rounded", "label": "Phone — Enterprise plans",  "x": 620, "y": 20, "width": 250, "height": 70, "fill": "#e0f2fe", "stroke": "#0369a1" },

    { "id": "tri", "type": "rect",    "label": "Triage — auto-classify, SLA clock starts", "x": 330, "y": 130, "width": 540, "height": 74, "fill": "#dbeafe", "stroke": "#1d4ed8", "bold": true },
    { "id": "sev", "type": "diamond", "label": "Severity?",                                "x": 330, "y": 240, "width": 250, "height": 90, "fill": "#fef3c7", "stroke": "#b45309" },

    { "id": "p1", "type": "rect", "label": "P1 · service down — respond in 15 min", "x": 40,  "y": 370, "width": 250, "height": 80, "fill": "#fee2e2", "stroke": "#b91c1c", "bold": true },
    { "id": "p2", "type": "rect", "label": "P2 · degraded — respond in 2 hours",    "x": 330, "y": 370, "width": 250, "height": 80, "fill": "#fef3c7", "stroke": "#b45309" },
    { "id": "p3", "type": "rect", "label": "P3/P4 · question — 1 business day",     "x": 620, "y": 370, "width": 250, "height": 80, "fill": "#f1f5f9", "stroke": "#64748b" },

    { "id": "onc", "type": "rect", "label": "Page the on-call engineer",         "x": 40,  "y": 490, "width": 250, "height": 80, "fill": "#fee2e2", "stroke": "#b91c1c" },
    { "id": "l1",  "type": "rect", "label": "L1 — known fixes and KB articles",  "x": 330, "y": 490, "width": 250, "height": 80, "fill": "#dbeafe", "stroke": "#1d4ed8" },
    { "id": "csm", "type": "note", "label": "Enterprise: CSM auto-notified on P1 and P2", "x": 910, "y": 490, "width": 250, "height": 80, "fill": "#fef9c3", "stroke": "#ca8a04" },

    { "id": "brg", "type": "rect", "label": "Incident bridge + status page",     "x": 40,  "y": 600, "width": 250, "height": 80, "fill": "#fee2e2", "stroke": "#b91c1c" },
    { "id": "l2",  "type": "rect", "label": "L2 — product specialist, 30 min",   "x": 330, "y": 600, "width": 250, "height": 80, "fill": "#ede9fe", "stroke": "#7c3aed" },

    { "id": "l3",  "type": "rect", "label": "L3 — owning engineering team",      "x": 330, "y": 710, "width": 250, "height": 80, "fill": "#ede9fe", "stroke": "#7c3aed" },
    { "id": "bug", "type": "rect", "label": "Bug filed with repro steps and logs","x": 620, "y": 710, "width": 250, "height": 80, "fill": "#f1f5f9", "stroke": "#64748b" },

    { "id": "rca", "type": "rect", "label": "RCA shared with the customer in 5 days", "x": 40,  "y": 820, "width": 250, "height": 80, "fill": "#dcfce7", "stroke": "#15803d" },
    { "id": "res", "type": "rect", "label": "Resolved · CSAT survey sent",            "x": 330, "y": 820, "width": 250, "height": 80, "fill": "#dcfce7", "stroke": "#15803d", "bold": true },
    { "id": "fr",  "type": "rect", "label": "Enhancement → product backlog",          "x": 620, "y": 820, "width": 250, "height": 80, "fill": "#f1f5f9", "stroke": "#64748b" }
  ],
  "edges": [
    { "id": "e1",  "source": "ch1", "target": "tri", "thickness": 2 },
    { "id": "e2",  "source": "ch2", "target": "tri", "thickness": 2 },
    { "id": "e3",  "source": "ch3", "target": "tri", "thickness": 2 },
    { "id": "e4",  "source": "tri", "target": "sev", "thickness": 3 },
    { "id": "e5",  "source": "sev", "target": "p1", "label": "P1", "thickness": 3 },
    { "id": "e6",  "source": "sev", "target": "p2", "label": "P2", "thickness": 3 },
    { "id": "e7",  "source": "sev", "target": "p3", "label": "P3 / P4" },
    { "id": "e8",  "source": "p1",  "target": "onc", "thickness": 3 },
    { "id": "e9",  "source": "p2",  "target": "l1", "thickness": 2 },
    { "id": "e10", "source": "p3",  "target": "l1", "thickness": 2 },
    { "id": "e11", "source": "onc", "target": "brg", "thickness": 3 },
    { "id": "e12", "source": "brg", "target": "rca", "thickness": 3 },
    { "id": "e13", "source": "l1",  "target": "l2", "label": "not fixed in 30 min" },
    { "id": "e14", "source": "l1",  "target": "res", "label": "fixed", "style": "dashed" },
    { "id": "e15", "source": "l2",  "target": "l3", "label": "needs a code change" },
    { "id": "e16", "source": "l2",  "target": "fr", "label": "no defect", "style": "dashed" },
    { "id": "e17", "source": "l3",  "target": "bug" },
    { "id": "e18", "source": "l3",  "target": "res", "thickness": 2 },
    { "id": "e19", "source": "p1",  "target": "csm", "style": "dashed" },
    { "id": "e20", "source": "p2",  "target": "csm", "style": "dashed" }
  ]
}