{
  "id": "web_outage_escalation",
  "label": "Web Service Outage",
  "description": "Gentle escalation for Tier 1 web outage quests (Q002, Q003). Creates narrative urgency without punishing new players. escalate_linked_ticket resolves to the active quest's ticket_id at runtime.",
  "intensity": 2,
  "escalation_steps": [
    {
      "trigger_after_seconds": 900,
      "notification": "Hermes is still showing errors. Is someone on this?",
      "notification_severity": "warning"
    },
    {
      "trigger_after_seconds": 1800,
      "notification": "Site has been down thirty minutes. Ticket priority is going up.",
      "notification_severity": "warning",
      "escalate_linked_ticket": "high"
    },
    {
      "trigger_after_seconds": 3600,
      "notification": "Hour down. Priya has been copied in.",
      "notification_severity": "error",
      "escalate_linked_ticket": "critical"
    }
  ]
}
