Dura AI
Sarah Chen
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Support Escalation Review

October 1, 2026, 4:00 PM30 min3 participantsCustomer Success

AI summary

The group triaged two open escalations, including an export timeout affecting a handful of accounts, and agreed on a workaround while engineering investigates.

  • Escalations
  • Export timeout
  • Workaround

Decisions

  • Offer the manual export workaround until the fix ships8:20

Transcript

Sophia Anderson

Sophia Anderson · 4:01 PM

Thanks, everyone. Let's start with where things stand.

Ethan Miller

Ethan Miller · 4:06 PMAction item

I'll take this one: reproduce the export timeout bug. It'll be done by Oct 2.

Sophia Anderson

Sophia Anderson · 4:08 PMDecision

Let's make it official: offer the manual export workaround until the fix ships.

Sophia Anderson

Sophia Anderson · 4:14 PMAction item

I'll take this one: reply to affected accounts with a workaround. It'll be done by Oct 2.

Emily Carter

Emily Carter · 4:21 PMAction item

I'll take this one: log escalation themes for Product. It'll be done by Oct 5.