Support runbook » History » Version 3
Amelia Carter, 06/08/2026 09:46 AM
Minor update
| 1 | 1 | Lucas Xu | h1. Support runbook |
|---|---|---|---|
| 2 | |||
| 3 | * First response within 4 business hours, resolution target is 2 business days. |
||
| 4 | * Bugs are escalated as linked issues to the product team. |
||
| 5 | * Use canned responses for the common questions and personalize the greeting. |
||
| 6 | * Close tickets only after the customer confirmed or after three days without an answer. |
||
| 7 | 3 | Amelia Carter | |
| 8 | |||
| 9 | * Update 2026-06-08: Needs clarification from the client, asked in the shared channel. |
