Escalation · The context transfer · Element
The continuity
Whether the customer keeps one point of contact.
The part
What it is
Even where the work moves, the customer should keep talking to the same person. Repetition is what they experience, and a single contact removes it.
This is a coordination cost paid internally to avoid an experience cost paid externally.
The smallest level
The attributes it carries
Each attribute is one of the framework’s shared types. What a date is, and how it is written, is defined once for the whole model — the note here says what it means in this particular place.