Escalation Ladder

If nobody answers

The escalation ladder, published so you can hold us to it

This runs on every urgent report during clinic hours. Each rung fires automatically if the one above it has not resolved the problem.

Starts when an urgent report arrives during opening hours

0 min

Picked up from the shared queue

On-call engineer

The engineer on shift sees it immediately, with the affected practice and the record already attached.

100%

of reports get this far

15 min

A second pair of eyes joins

Second engineer

If it is not resolved or clearly understood, a second engineer is paged rather than the first one persevering alone.

21%

of reports get this far

45 min

The lead takes over communication

Engineering lead

You stop hearing from whoever is fixing it and start hearing from someone whose only job is telling you what is happening.

6%

of reports get this far

2 hrs

Both founders are on the call

Founders

At this point it is our problem rather than an engineer's, and the incident write-up has already been started.

2%

of reports get this far

24 hrs

Public write-up regardless of outcome

Everyone affected

Published whether or not anyone else noticed, with the cause, the impact, and any service credit already applied.

2%

of reports get this far

Deep green gradient backdrop
Portrait of Tom Ashby

Tom Ashby

On call right now

Median first response 11 minutes

Shift07:00 – 15:00 UK
Also writesScheduling and rota
Open reports0

Whoever is on the first rung is named on the status page, so you always know who you are speaking to.

Read the support commitment
About this block

Escalation LadderPRO

A time-based escalation path held in a bordered panel, each rung naming the elapsed time, who joins, what changes, and the share of reports that ever reach it, beside a live card for whoever is on call.

Workflow53: Escalation Ladder

A time-based escalation path held in a bordered panel, each rung naming the elapsed time, who joins, what changes and the share of reports that ever reach it, beside a live card for whoever is on call.

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Pro blocks install through the shadcn CLI with your license key and ship their full source. Docs and live previews stay open to everyone, so you can read every block's details first.

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Installation

Swap YOUR_EMAIL and YOUR_KEY for the email and license key on your account. Find your license key on your account page.

Radix flavor

bash
npx shadcn add "https://ui.beste.co/r/workflow53?email=YOUR_EMAIL&license_key=YOUR_KEY"

Base UI flavor

bash
npx shadcn add "https://ui.beste.co/r-base/workflow53?email=YOUR_EMAIL&license_key=YOUR_KEY"

This installs the block to components/beste/block/workflow53.tsx, the card31 person piece it floats on the tile (installed to components/beste/piece/card31.tsx), and the badge23 and button21 components it uses for the eyebrow and the action.

Quick start

The installed file exports workflow53Demo alongside the block: the exact props behind the preview above. Spread it to get a working ladder in one line.

tsx
import { Workflow53, workflow53Demo } from "@/components/beste/block/workflow53";

export default function EscalationPage() {
  return <Workflow53 {...workflow53Demo} />;
}

Then replace the demo with your own props. Written out, a trimmed setup looks like this:

tsx
import { Card31 } from "@/components/beste/piece/card31";
import { Workflow53 } from "@/components/beste/block/workflow53";

export default function EscalationPage() {
  return (
    <Workflow53
      badge={{ label: "If it goes wrong" }}
      heading="What happens, and when, after an urgent report"
      description="Published so you know what to expect before you need it."
      triggerLabel="Starts when an urgent report arrives during opening hours"
      reachedLabel="of reports get this far"
      rungs={[
        {
          elapsed: "0 min",
          who: "On-call engineer",
          action: "Acknowledged",
          detail: "A person, not an autoresponder, confirms they have it.",
          reached: "100%",
        },
        {
          elapsed: "60 min",
          who: "A founder joins",
          action: "Escalated",
          detail: "Anything still open at an hour gets a second pair of eyes.",
          reached: "4%",
        },
      ]}
      media={
        <Card31
          avatar={{ src: "/people/tom.jpg", alt: "Portrait of Tom Ashby" }}
          name="Tom Ashby"
          role="On call today"
          status="Replying now"
          availability="free"
          rows={[{ label: "Shift", value: "07:00 to 15:00 UK" }]}
        />
      }
      image={{ src: "/backdrops/blue.jpg", alt: "Soft blue gradient backdrop" }}
      mediaCaption="The person who would actually pick it up right now."
      button={{ label: "See the support commitments", href: "/support" }}
    />
  );
}

Props

PropTypeDefaultDescription
badge{ label: string }–Eyebrow above the hairline rule, rendered through Badge23
headingstring–Section heading in the left column of the header
descriptionstring–Supporting paragraph, right-aligned from md up
triggerLabelstring–What starts the ladder, across the panel header
rungsRung[][]The escalation path, soonest first
reachedLabelstring–Caption under every reach percentage
mediaReactNode–Live asset on the sticky tile, card31 in the demo
image{ src: string; alt: string }–Backdrop behind the media tile
mediaCaptionstring–Caption under the tile
button{ label: string; href: string }–Action in the sticky column
classNamestring–Extra classes for the outer section
ts
type ActionLink = {
  label: string;
  href: string;
};

type TileImage = {
  src: string;
  alt: string;
};

type Rung = {
  elapsed: string;
  who: string;
  action: string;
  detail: string;
  reached: string;
};

Behavior notes

  • reached is what makes the ladder honest: it says how rarely each rung is used, so a long escalation path does not read as a promise that everything escalates.
  • reachedLabel is stated once and reused under every figure, rather than repeated per rung.
  • elapsed is free text, never parsed, so it can carry a duration or a phrase.
  • Both elapsed and reached use tabular-nums, so their columns stay aligned down the ladder.
  • Rows use border-b with last:border-b-0, so the ladder closes flush against the panel edge rather than drawing a rule on top of the border.
  • The panel's inner padding is on the rows container rather than each row, so the hairlines run the full width of the panel while the content stays inset.
  • The section is bg-muted and both the panel and the media tile are bg-background, so the two objects read as raised against a soft page.
  • The tile column is lg:sticky lg:top-24 lg:self-start. The self-start is required for sticky inside a grid row.

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