Publish curated MobilityOps source snapshot

knowledge/procedures/en-GB/10-roles-and-escalation.md

@@ -0,0 +1,21 @@
+---
+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.