Demo Environment — all customers, addresses, jobs, financials and communications shown are fictional.

Escalations

Anything the agency cannot close on its own — routed to the right person at Hometown Roofing with a clock running.

Open escalations

4

All severities

Critical

1

Immediate action

Awaiting acknowledgement

2

No owner response yet

Resolved this week

9

Avg 5h 12m to close

Critical · 1

Dean Kowalski
Property damage
Acknowledged

Nail puncture in tire and damaged flowerbed; homeowner threatening a public review.

Escalated by

Ana Santos

Escalated to

Rosa Iglesias — Production Manager

Time open

1h 12m

SLA

2h

High · 2

Nate Ferrell
Insurance deadline
Open

Carrier supplement response deadline is Aug 3 and the mortgage endorsement packet is not ready.

Escalated by

Claire Mendoza

Escalated to

Accounting — Hometown

Time open

3h 40m

SLA

1 business day
Sylvia Crain
Negative review risk
Open

Billing dispute escalating; customer mentioned posting about it publicly.

Escalated by

Claire Mendoza

Escalated to

Owner — Hometown

Time open

6d

SLA

24h

Medium · 1

Vince Ottinger
Production delay
Acknowledged

Estimate three days overdue after a completed inspection; homeowner shopping other bids.

Escalated by

Mark Reyes

Escalated to

Sales Manager — Hometown

Time open

2d 6h

SLA

48h

Fictional escalations. Acknowledging or resolving updates the board and the daily handoff summary.