> For the complete documentation index, see [llms.txt](https://docs.mulearn.org/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.mulearn.org/support-and-escalation/escalation-matrix.md).

# Escalation Matrix

{% hint style="info" %}
**TLDR:** Every issue in μLearn has a defined escalation path. Start at the lowest level. Escalate only if unresolved.
{% endhint %}

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.

## <mark style="color:$primary;">Escalation Paths by Issue Type</mark>

### <mark style="color:$primary;">Karma Disputes</mark>

{% stepper %}
{% step %}
Raise with your **IG Lead** directly. Provide your submission details and the reason for dispute.
{% endstep %}

{% step %}
If unresolved by IG Lead within a reasonable timeframe raise a **support ticket** via the website or Discord.
{% endstep %}

{% step %}
Core team reviews and makes final decision.
{% endstep %}
{% endstepper %}

### <mark style="color:$primary;">PoW Submission Disputes</mark>

{% stepper %}
{% step %}
Contact your **IG Lead** with full context , what you submitted, what feedback you received, why you believe it was unfair.
{% endstep %}

{% step %}
If unresolved raise a **support ticket** via the website or Discord.
{% endstep %}

{% step %}
Core team reviews with full submission history.
{% endstep %}
{% endstepper %}

### <mark style="color:$primary;">Campus Chapter Issues</mark>

{% stepper %}
{% step %}
Campus Lead handles most internal campus issues directly.
{% endstep %}

{% step %}
If the issue involves the Campus Lead themselves, or requires core team involvement email **<campus@mulearn.org>**.
{% endstep %}

{% step %}
Core team responds and resolves.
{% endstep %}
{% endstepper %}

### <mark style="color:$primary;">Role Appointments and Changes</mark>

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 **<campus@mulearn.org>** for campus-specific role changes.

### <mark style="color:$primary;">Platform Technical Issues</mark>

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 **<info@mulearn.org>**.

### <mark style="color:$primary;">Partnership and Collaboration Inquiries</mark>

→ Email **<info@mulearn.org>** with your organisation details and what you're looking to explore.\
→ The core team will route your inquiry to the right person.

### <mark style="color:$primary;">General Queries</mark>

Anything that doesn't fit the categories above.

→ Email **<info@mulearn.org>**\
→ Or raise a support ticket via the website or Discord.

## <mark style="color:$primary;">Summary Table</mark>

<table><thead><tr><th width="163.33331298828125">Issue Type</th><th width="164.6666259765625">First Point</th><th width="191.6666259765625">Escalation</th><th>Final</th></tr></thead><tbody><tr><td>Karma dispute</td><td>IG Lead</td><td>Support ticket</td><td>Core team</td></tr><tr><td>PoW dispute</td><td>IG Lead</td><td>Support ticket</td><td>Core team</td></tr><tr><td>Campus issue</td><td>Campus Lead</td><td>campus@mulearn.org</td><td>Core team</td></tr><tr><td>Role appointment</td><td>Support ticket</td><td>campus@mulearn.org</td><td>Core team</td></tr><tr><td>Platform issue</td><td>Support ticket</td><td>info@mulearn.org</td><td>Core team</td></tr><tr><td>Partnership inquiry</td><td>info@mulearn.org</td><td>—</td><td>Core team</td></tr><tr><td>General query</td><td>info@mulearn.org</td><td>Support ticket</td><td>Core team</td></tr></tbody></table>


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://docs.mulearn.org/support-and-escalation/escalation-matrix.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.