---
document_id: roles-and-escalation
title: Roles and escalation matrix
version: "1.0"
effective_date: 2026-06-01
department: Management
status: active
---
# Roles and escalation matrix

## Rental Employee

May view assigned operational records, complete checkout and return inspections, and consult procedures. May not merge customer records or reset the demo environment.

## Operations Manager

May review all attention and data-quality issues, merge confirmed duplicate customers, retry workflow delivery and reset the synthetic demo.

## Service integrations

n8n, RAGcore and ITWorx MCP Hub use separate scoped identities. Service identities do not inherit an interactive user role.