What do you do when a critical bug crops up in your product...after 5pm? Or on the weekend? Do you panic? Call everyone in the company? Or do you have a plan in place?
This is UserVoice's recently-implemented escalation plan. It's not perfect, and undoubtably will change, but hopefully it can be a useful template for you.
Learn more about how to keep customers happy at http://www.uservoice.com