Escalation Tax Calculator

Your inputs

Monthly tickets

Escalation rate (18%)

Agent time / escalation (mins)

Engineer time / escalation (mins)

Agent hourly cost ($)

Engineer hourly cost ($)

SLA penalty per escalation ($)

# accounts affected / month

Avg ARR per account ($)

Incremental churn risk / affected acct (0.3%)

Reduce escalation rate (Support Flow) (30%)

Reduce time per escalation (35%)

Assumptions are illustrative and adjustable. Revenue-at-risk is a simple model (incremental monthly churn risk × ARR across affected accounts).

Your results

Monthly escalation cost$—

Annual escalation cost$—

With Support Flow (monthly)$—

With Support Flow (annual)$—

Estimated monthly savings$—

Estimated annual savings$—

Baseline escalations/month: —

Scenario escalations/month: — (— → —)

Get Support Flow free through 2025 How we estimate savings

-30%

Fewer escalations

-35%

Time per escalation

+1st

Resolution confidence

How we estimate the "escalation tax"

The escalation tax includes three components: (1) labor time from agents and engineers, (2) SLA credits/penalties, and (3) revenue at risk from customer churn due to slower or fragmented resolutions.

Labor cost = (agent mins + engineer mins)/60 × respective hourly rates × # of escalations.
SLA credits = per-escalation credits × # of escalations.
Revenue at risk = affected accounts × ARR × incremental churn probability (monthly).

Support Flow scenarios let you model reduced escalation rates and faster handling times. Adjust the sliders to match your team.

Get Support Flow free through 2025

Join the early access cohort and turn escalations into resolved cases. You'll receive templates, onboarding, and priority support.