Objective: Standardize ticket handling to ensure timely and efficient resolutions.

2.1 Ticket Submission

• Client submits a ticket through email or project platform.
• Ticket automatically logged with:
  • Client name and project
  • Issue description
  • Priority level (Low, Medium, High)
  • Timestamp

2.2 Ticket Assignment

• Support Lead assigns tickets to the appropriate team member based on expertise and workload.
• Response expected within 12 hours for high-priority tickets and 24 hours for medium/low priority.

2.3 Ticket Resolution

• Team member resolves the issue and documents the solution in Notion.
• Resolution validated by Support Lead for accuracy and completeness.
• Client notified with resolution summary and next steps if applicable.

2.4 Ticket Escalation

• If unresolved within SLA:
  • Escalate to Project Manager → PM escalates to CEO if critical.
• Document reasons for escalation and corrective measures taken.