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We are committing to less than 24hrs response time to issues.

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How it works here

• Check the support channel daily
• Log user issues report for the day (if any) - OPEN THE TICKET ON THE PRODUCT KANBAN BOARD
  • Understand the issue well - by asking the user more questions if the issue report is not clear.
  • Log it to the brief writing column - write clear titles and follow the format used for creating
  • Escalate the issue to the product team immediately — all this should happen in less than 24 hours from issues logging to reporting to the product team.
• Communicate it immediately to the product team - Product manager or Engineer
• If issue is not clear, schedule a call between the user and the product team - single or recurring
• Get an estimated time of arrival (ETA) of the fix
• Follow-up daily on the progress of the fix
• Write a fix update copy for social channels and also communicate to the users that reported the issues
• Close the issue/ticket - CLOSE/END of the process