Internal Support Process
This document covers the overall internal support process followed and the people involved within the process.
Support Team Structure
The support team comprises of the following structure.
| Abbr | Name | Roles & Responsibility |
|---|---|---|
| L1 | Level 1 Support Team | First point of contact for all support tickets, initial analysis, classification of the ticket |
| L2 | Level 2 Team (Product Team) | Support the L1 Team in case any further info or support is needed |
| L3 | Level 3 Team (Dev Team) | Investigate the issue further technically by the respective dev team |
Responsibilities
People
Tools
| Tools | Used For | Address |
|---|---|---|
| Emails | Issue reporting by customers | support@bettercommerce.io |
| FreshDesk | Support ticket tracking and reporting | https://support.bettercommerce.io |
| Teams | Used for regular coordination & communication | Client specific team chat groups |
Process
