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Live · docs.airwai.com Last update 2026-05-17

Escalation Routing

When and how to escalate customer issues, feedback, and signals to Airwai. Fast routing prevents churn and unlocks Rig commission.

Routing matrix

Issue type Route to Channel SLA
Critical bug (app crash, data loss, ArcGIS push failure on >1 customer) Manomit Bal + Austin Wiggins HubSpot ticket: P0 + Slack #airwai-product 4 hours
High-severity bug (incorrect distress classification, ArcGIS push failure isolated) Manomit Bal HubSpot ticket: P1 24 hours
Feature request (customer wants something LAIRA doesn't do) Manomit Bal HubSpot ticket: Feature Weekly review
Pricing pushback (customer wants discount > 20% off annual OR custom-priced) Amir Emadi HubSpot ticket: Pricing 24 hours
Rig signal (customer wants vehicle-mounted, high-volume scanning) Amir Emadi HubSpot ticket: Rig Opportunity + Slack #airwai-sales 4 hours — Rig commission applies!
Federal procurement (requires formal solicitation, FAR clauses, GSA Schedule) Amir Emadi HubSpot ticket: Federal 24 hours
MSA / DPA / redlined ToS (customer requires non-standard contract) Amir Emadi HubSpot ticket: Contract Review 48 hours
Refund request (beyond 14-day standard window) Amir Emadi HubSpot ticket: Refund Exception 24 hours
Churn risk / cancellation in flight Amir Emadi + Manomit Bal HubSpot ticket: Churn Risk + Slack #customer-feedback 24 hours
Compliance / regulatory question (customer asks about FAA cert, FedRAMP, ITAR, CMMC, HIPAA) Amir Emadi HubSpot ticket: Compliance Inquiry 48 hours
Press / media inquiry Amir Emadi HubSpot ticket: Media 24 hours
Partnership opportunity (customer mentions reseller, integrator, white-label) Amir Emadi HubSpot ticket: Partnership 48 hours
Standard product question / how-to Manomit Bal (lower priority) HubSpot ticket: How-To 72 hours

How to file an escalation

Step 1 — Triage

Identify which routing bucket above applies. If unsure, default to "Pricing" and route to Amir; he'll re-route if needed.

Step 2 — File HubSpot ticket

Required fields: - Customer ID (HubSpot contact link) - Severity (P0 / P1 / P2 / P3) - Type (from the routing matrix above) - Summary (one sentence) - Detail (3-5 sentences: what's happening, what's been tried, what the customer wants) - Caller / agent owning the relationship - Customer commitment made (any promise made to the customer, including timelines)

Step 3 — Slack mention (if urgent)

For P0 and P1 tickets: - Post in the appropriate Slack channel - @mention the routed owner - Link to the HubSpot ticket

Step 4 — Follow up

  • 24 hours after escalation: confirm the routed owner has the ticket
  • 48 hours: confirm action is in progress
  • 1 week: confirm resolution back to the customer

Step 5 — Close the loop

When the issue resolves: - Update the HubSpot ticket with the resolution - Communicate back to the customer - Mark the ticket Closed - Log any pattern observation (if 3+ similar tickets in a month, it's a pattern worth flagging)

Rig opportunity routing — special handling

When you identify a Rig signal, this is a high-value moment. The call center earns +5% commission on the Rig deal close when you originate the opportunity.

Rig signals to watch for

  • "We need to scan multiple sites / 100+ miles / our entire region"
  • "Can you put this on a truck?"
  • "We have a fleet of inspection vehicles already"
  • "What's the throughput? Can it cover [large area] in [short timeframe]?"
  • "This is for [federal customer], they require a full vehicle-mounted system"
  • "Can it do PCN reporting on full airfields?" (large-airport signal)
  • "Our budget is $200K+ a year for inspection"

Rig opportunity escalation process

  1. Note the signal in real time during the call. Don't lose it.
  2. Get the customer's permission to bring in Airwai: "It sounds like you might be a fit for our vehicle-mounted version. Mind if I bring in my colleague who handles those conversations? Saves us reinventing the wheel."
  3. File HubSpot ticket within the same business day:
  4. Type: Rig Opportunity
  5. Priority: P1
  6. Customer ID
  7. Estimated ACV (best guess: $150K / $250K / $400K)
  8. Trigger signal (verbatim quote if possible)
  9. Customer commitment made
  10. Notify Amir via Slack #airwai-sales immediately
  11. Stay in the loop as the originator — you'll be expected to participate in the discovery + transition call
  12. Commission accrues when Rig deal closes; payout follows Airwai's commission schedule

When the customer is right and Airwai is slow

Sometimes you'll escalate something and the Airwai response is slow. This will happen — Airwai is a small team. Handle it:

  1. Set realistic expectations with the customer. "I've routed this; the response timeline is typically X business days." Don't promise faster than you can deliver.
  2. Don't blame Airwai to the customer. Even if the delay is on Airwai's side, you're the face of LAIRA to the customer. Internal pressure stays internal.
  3. If a customer is genuinely frustrated by delay, escalate the escalation. Email Amir directly with subject "Customer at risk — needs response on [ticket #]." Use this sparingly; reserve for actual risk.
  4. Document everything. Every promise made, every follow-up, every customer commitment. This protects you and the relationship.

What NOT to escalate (handle yourself)

Some things the call center should handle directly without burdening Airwai:

  • Basic product how-to questions (use product-fact-sheet.md)
  • Standard 14-day refund requests (process directly via Stripe)
  • Standard subscription pauses / cancellations within terms
  • Routine billing questions (HubSpot + Stripe data should answer)
  • Onboarding setup help (screen-share with the customer)
  • Standard objection handling (use sales-playbook/objection-handling.md)

If you can resolve it from the materials in this care package, do not escalate. Escalation has a cost — Airwai's attention. Spend it where it matters.

Routing cheat sheet (print this and tape it to the monitor)

P0 BUG (data loss / mass crash):    Manomit + Austin, 4hr SLA
P1 BUG (isolated, customer impact):  Manomit, 24hr SLA
Feature request:                     Manomit, weekly review
Pricing pushback > 20%:              Amir, 24hr SLA
RIG SIGNAL (+5% commission!):        Amir + Slack, 4hr SLA
Federal procurement:                 Amir, 24hr SLA
MSA / DPA / Contract:                Amir, 48hr SLA
Churn risk:                          Amir + Manomit, 24hr SLA
Standard product question:           Handle yourself

Full contact list: operations/airwai-points-of-contact.md.