docs: add support escalation matrix and risk register (#936, #938)

[Amas-01]

Summary

Closes #936
Closes #938

Adds two operational documents to the repository:

• docs/escalation-matrix.md
• docs/risk-register.md

These files provide the support escalation matrix and the risk register required for Issues #936 and #938, aligned with the repo's existing runbook and operational documentation style.

What changed

• Created docs/escalation-matrix.md
  • Includes incident severity levels, primary/secondary contacts, and escalation workflow
• Created docs/risk-register.md
  • Includes risk categories, likelihood/impact scoring, mitigations, and monitoring actions

Notes

• No application code was changed
• Only the two new documentation files were committed
• Unrelated local work remains uncommitted elsewhere in the workspace

Review

Please review the new docs for accuracy and consistency with existing operational runbooks.

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