When I was in college, I worked CSR for a software product, and we definitely had an escalation path. My level, to any peers who might know about the specific

When I was in college, I worked CSR for a software product, and we definitely had an escalation path. My level, to any peers who might know about the specific issue, to our management, and then to engineering (if technical) or our support VP (if business). And it was critical, because inevitable engineering "Oh, that doesn't work that way, but we never wrote it down" or "Oh, I guess that would be a thing people would want to do." Sadly, after the company was bought the system was collapsed down to the standard front-line-or-close.