Support runbook » History » Version 5
Mateo Mitchell, 07/09/2026 09:46 AM
Minor update
| 1 | 1 | Lucas Xu | h1. Support runbook |
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| 3 | * First response within 4 business hours, resolution target is 2 business days. |
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| 4 | * Bugs are escalated as linked issues to the product team. |
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| 5 | * Use canned responses for the common questions and personalize the greeting. |
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| 6 | * Close tickets only after the customer confirmed or after three days without an answer. |
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| 7 | 3 | Amelia Carter | |
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| 9 | * Update 2026-06-08: Needs clarification from the client, asked in the shared channel. |
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| 10 | 5 | Mateo Mitchell | |
| 11 | * Update 2026-07-09: Ready for review. |
