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Skild Robotics Operations

Escalation

Scope

Who to notify, when, and with what information. This SOP enumerates escalation paths — it does not replace the Incident Report process (see /general/incident-response/).

Purpose

Reduce ambiguity about which channel/contact applies in which situation, so escalation is prompt and complete.

Required inputs / tools

  • Deployment Slack channel.
  • Site coordinator phone/Slack handle (varies by deployment).
  • Skild engineering / management Slack channels (varies).
  • Incident Report Form (for documented escalations).

Escalation paths — by situation

Routine operational issue (localization loss, missed waypoint, app glitch)

  1. Try first-line fixes in /robots/go2/troubleshooting/ or /robots/vega/troubleshooting/.
  2. If unresolved: post in deployment Slack channel with robot state, screenshot, time, what you tried.
  3. File Incident Report after resolution.

Hardware issue (damage, missing parts, persistent boot failure)

  1. Stop. Do not operate.
  2. Notify site coordinator (in-person at LGA: ABM coordinator; at other sites: per site contact).
  3. Notify deployment Slack channel.
  4. File Incident Report.
  5. Do not deploy until cleared.

Public-facing incident (collision, injury, property damage)

  1. Engage E-Stop. Secure the robot.
  2. Notify management directly first — before filing the form. [SOURCE: SOP V3 §XX; GO2_ABM §XX]
  3. If injury: prioritize first-aid / 911 per local protocol.
  4. Notify deployment Slack.
  5. File Incident Report.

Security / law enforcement interaction

  1. Cooperate fully; respond straightforwardly. [SOURCE: SOP V3 §IV "Security & Law Enforcement"]
  2. Sit the robot during the conversation.
  3. Offer to connect them with management.
  4. File Incident Report after the interaction.

Site-authority escalation (airport, building security, property management)

  1. Cooperate first.
  2. Notify site coordinator + deployment Slack.
  3. Notify management directly for any escalation involving site-authority. [SOURCE: SOP V3 §XX]

Hostile / aggressive person at the door (PortalCam context)

  1. Stay calm. Don’t argue.
  2. Hand over your field operator card: “Here’s my card. Feel free to reach out with any questions.”
  3. Walk away. Mark the house in PortalTrack with a note. [SOURCE: WEB Portal Scan §"If Things Get Heated"]
  4. Emergency operator contact numbers: 510-497-0829 | 510-626-0573. [SOURCE: WEB Portal Scan]
  5. Report after disengaging.

Site-specific escalation contacts (TODO)

Each site adds its specific contacts in its /sites/<site>/overrides/. Known:

  • LGA / ABM: designated escort coordinator (Slack handle TBD per shift); ABM site coordinator (TBD); see /sites/lga/overrides/.
  • Pittsburgh: Cooper for operator policy; site lead TBD.
  • Bay Area / San Mateo: TBD.

Information to include in any escalation

Whether Slack message or Incident Report:

  • Time of the event.
  • Location (site + zone + landmark).
  • What the robot was doing at the time.
  • Operational mode (autonomous or teleop).
  • Observed symptoms and on-screen alerts.
  • Corrective actions taken so far.
  • Environmental factors (crowd, weather, obstacles).
  • Photos if available.

Why this SOP is draft, not worked

  • Site-specific escalation contacts (LGA escort handle, ABM coordinator, site leads at other sites) are not surfaced in available sources — most live in Slack DMs or in Linear-locked deployment docs.
  • Skild-side engineering / management Slack channel names are not enumerated in any source available on this computer.
  • Resolve via BACKLOG B-A8 (Slack channel verification).

Source notes

  • [SOURCE: GO2_Standard_Operating_Procedure_V3.docx] §IV (Security cooperation), §XX (Incident Reporting → management for collision/injury/airport).
  • [SOURCE: GO2_Standard_Operating_Procedure_ABM.docx] (April 2026, Tyler Kugima) — §XX Incident Reporting. Authoritative for ABM-LGA.
  • [SOURCE: Operator Onboarding Guide Pittsburgh] — Slack channel discipline, scheduling escalation, Cooper as escalation point.
  • [SOURCE: WEB Portal Scan SOP V2] — emergency operator phone numbers, hostile-homeowner protocol.
  • [INFERRED] — site-specific contacts not in any source; placeholders pending B-A8.