Add guide for deciding when to involve Engineering#18111
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Add a handbook guide to help TAMs and TAEs decide when Engineering should be involved in customer issues. The guide includes: - A pre-escalation checklist - Guidelines for when to involve Engineering - Information to include in an escalation - Principles for improving customer ownership and reducing back-and-forth
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Summary
This PR adds a handbook guide to help TAMs and TAEs determine when to involve Engineering during customer issues.
Why
Customer-facing teams regularly need to decide whether they can continue investigating independently or whether Engineering should be involved. This guide provides a practical framework to help make that decision consistently while ensuring Engineering receives the context needed to investigate efficiently.
What's included