9.2.1 Operations & Support — Support — Support Channels — Contact and Response Times

Support Channels define how users and administrators can request assistance and report issues. The goal is to provide predictable access to help while ensuring issues are routed and handled efficiently.

Available Support Channels

Multiple channels are provided to accommodate different issue types and urgency levels.

Common channels:

In-app support requests

Email support

Issue tracking portals where applicablenChannels may vary by plan or role.

Request Classification

Support requests are classified upon submission to ensure appropriate handling.

Classification factors:

Issue category

Impact and urgency

Affected scope

Proper classification improves response efficiency.

Response Time Expectations

Response times are defined per channel and issue category.

Response characteristics:

Acknowledgement timeframe

Ongoing status updates

Clear resolution communication

Exact SLAs may be defined contractually.

Escalation Paths

Issues that cannot be resolved at first contact are escalated according to severity.

Escalation steps:

Technical escalation

Operational escalation

Management review where required

Escalation actions are logged.

Communication and Updates

Support communication emphasizes clarity and transparency.

Communication practices:

Status notifications

Clear next steps

Resolution summaries

Feedback and Improvement

Feedback mechanisms allow users to evaluate support interactions.

Feedback data supports continuous improvement.

Security and Privacy

Support interactions respect data protection requirements. Sensitive information is redacted or handled through secure channels only. Access to support data is role-restricted and auditable.