You‘ve been given enough details to get your shop in order. Your processes are broken by design if support staff is provided neither with the means to escalate

You‘ve been given enough details to get your shop in order. Your processes are broken by design if support staff is provided neither with the means to escalate nor resolve issues. It’s time to let your actions or lack of there of speak instead of a cheap damage control post on hacker news attempting to redirect communications into private channels.