Support Processes


Priority guidelines

Not all customer issues are equal. Here are our guidelines for answering different types of customer queries.

Low priority

  • criteria #1
  • criteria #2

Normal priority

  • criteria #1
  • criteria #2

Urgent priority

  • criteria #1
  • criteria #2

Escalation process

When should an escalation be initiated:

  • criteria #1
  • criteria #2

Key contacts

List of contacts that you may need when supporting customers and escalating issues:

Group Contact
e.g. Operations e.g. John Smith, john@company.com, (123)456-7890