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Support Resolution

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====== Support Resolution ====== > 🔄 **Status: Draft** — Review and approve at next Quarterly Session. [[... Purpose ===== To resolve customer and community support requests consistently, with clear response time e... ===== Trigger ===== This process starts when a support request arrives — via FreeScout (email), Discord (#support), Matrix, or GitHub Issues. ===== Steps =====

Customer Onboarding

3 Hits, Last modified: 8 days ago

annel or Discord. Assign to Alexander for ongoing support and community engagement. \\//Tool: Matrix, Disco... organisation, plan, notes) * The customer has a support channel (Matrix or Discord) ===== Tools ===== ... fecycle * **FreeScout** — personal outreach and support email * **Jitsi** — onboarding call * **Nextc

Partner Onboarding

2 Hits, Last modified: 8 days ago

: commission structure, co-marketing obligations, support responsibilities, and term. \\//Tool: [[https://e... ion model, how to register deals, how to escalate support issues. \\//Tool: [[https://cloud.unicis.tech|Nex

Core Processes

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| [[pub:processes:partner_onboarding|→ View]] | | Support Resolution | Alexander | 🔄 Draft | [[pub:processes:support_resolution|→ View]] | | Invoicing & Billing | Pre

Process Template

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in Mautic", "a GitHub release tag is created", "a support ticket is opened in FreeScout"]. ==== Steps ====