Escalation process build out

Hi, everyone!

My current goal is to create an escalation doc that is based on certain customer risk factors that occur during the onboarding process.

In thinking about the document I believe it should have the following:

  • Risk factors/flags
  • Impact of that flag being raised
  • Mitigation steps to prevent flag from happening
  • Escalation steps and timelines for taking them
  • Success criteria (determine what indicate issue was resolved)

I have these topics in my mind, but am I struggling on how to structure in an easily readable and actionable way.

Would love any templates or resources I can use.