Deciding: Escalate or Resolve In-House? Keep It in Support When: - A documented fix or known workaround addresses the problem - The root cause is a configuration or setup error you can correct - The customer needs coaching or training, not a product change - The limitation is documented and an alternative path exists - Historical tickets with the same profile were resolved at the support tier Escalate When: - Technical barrier : A confirmed defect needs a code-level fix, infrastructure-level investigation is required, or data has been lost or corrupted - Diagnostic ceiling : The issue exceeds…