Support runbook » History » Revision 9
Revision 7 (Zoe Schmidt, 07/17/2026 09:46 AM) → Revision 9/10 (Mateo Mitchell, 08/08/2026 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.
* 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.
