Escalation Matrix

TLDR: Every issue in μLearn has a defined escalation path. Start at the lowest level. Escalate only if unresolved.

The escalation principle in μLearn is simple:

Resolve at the lowest level possible. Escalate only when necessary.

The community resolves most issues. Leads handle what peers can't. The core team handles what leads can't.

Escalation Paths by Issue Type

Karma Disputes

1

Raise with your IG Lead directly. Provide your submission details and the reason for dispute.

2

If unresolved by IG Lead within a reasonable timeframe raise a support ticket via the website or Discord.

3

Core team reviews and makes final decision.

PoW Submission Disputes

1

Contact your IG Lead with full context , what you submitted, what feedback you received, why you believe it was unfair.

2

If unresolved raise a support ticket via the website or Discord.

3

Core team reviews with full submission history.

Campus Chapter Issues

1

Campus Lead handles most internal campus issues directly.

2

If the issue involves the Campus Lead themselves, or requires core team involvement email [e-mail].

3

Core team responds and resolves.

Role Appointments and Changes

Campus Lead appointments, IG Lead appointments, Mentor matching, Think Tank recognition all require core team involvement.

→ Raise a support ticket via the website or Discord. → Or email [e-mail] for campus-specific role changes.

Platform Technical Issues

Login problems, profile errors, submission failures, Karma calculation issues.

→ Raise a support ticket via the website or Discord immediately. → Include screenshots and a description of the issue. → Or email [e-mail].

Partnership and Collaboration Inquiries

→ Email [e-mail] with your organisation details and what you're looking to explore. → The core team will route your inquiry to the right person.

General Queries

Anything that doesn't fit the categories above.

→ Email [e-mail] → Or raise a support ticket via the website or Discord.

Summary Table

Issue Type	First Point	Escalation	Final
Karma dispute	IG Lead	Support ticket	Core team
PoW dispute	IG Lead	Support ticket	Core team
Campus issue	Campus Lead	[e-mail]	Core team
Role appointment	Support ticket	[e-mail]	Core team
Platform issue	Support ticket	[e-mail]	Core team
Partnership inquiry	[e-mail]	—	Core team
General query	[e-mail]	Support ticket	Core team