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