Runbook: support-request / :escalated

This stage derives on its own: 48 hours without a category. There is no action that produces it — the runbook is for reacting to it. An escalated ticket means triage is the bottleneck: find why (nobody on rotation? report unintelligible?) and either triage it now or record what blocks triage. Escalation clears itself the moment a category lands (fact-level negation).

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