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Revision 9/10
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Mateo Mitchell, 08/08/2026 09:46 AM
Minor update
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.
- Update 2026-07-17: Merged to main, will be included in the next release.
- Update 2026-08-08: Needs clarification from the client, asked in the shared channel.
Updated by Mateo Mitchell 3 months ago · 5 revisions
