# Prepare a useful support escalation

Category: Setup and support

Before you start: confirm the correct school and role. Use approved source records; perform live changes only within your assigned authority.

Escalate with the following information:

- School name.
- User email.
- Role.
- Page or workflow.
- Family, child, invoice, or document involved.
- Exact action attempted.
- Expected result.
- Actual result.
- Screenshot if available.
- Time of issue and whether it is blocking live operations.

Use urgent escalation for login outages, wrong-school visibility, payment failures, privacy exposure, missing children, custody conflicts, or incorrect incident/document visibility.

## Verify the result

Support has the exact context, time, expected result and safe evidence.

## If something goes wrong

Urgently escalate privacy, wrong-school access, missing children and payment duplication. Wait for pending actions; reopen the record before retrying an uncertain save or send.

Source: sources/DIRECTOR_SOP.md — Escalation Checklist. Prepared October 8, 2026. SOP snapshot e06ad8d5; current source corrections are identified above. Written procedure; not a recording of a completed live action.