An escalation policy in tech support describes the procedure for addressing unresolved customer issues by escalating them to higher levels of technical expertise. This policy outlines criteria for when and how issues should be escalated, ensuring that customers receive timely and effective solutions. Proper escalation improves customer satisfaction by reducing response times and enhancing the quality of support. Additionally, it helps in resource allocation by ensuring that complex problems are tackled by appropriately skilled personnel, fostering a more efficient support environment.