# TrackMyVend — Support & Escalation

How customers get help, how we route tickets, and what they can expect. Paired with [SLA.md](./SLA.md) (which defines the legal commitment) and [RUNBOOK.md](./RUNBOOK.md) (which defines how on-call engineers handle incidents).

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## Channels

| Channel | Who | Best for | Response |
|---|---|---|---|
| **soporte@trackmyvend.com** | All plans | Most questions, bugs, feature asks | See SLA table |
| **Live chat** (in-app, bottom-right) | All plans | Short questions during business hours | < 15 min business hours |
| **WhatsApp** +52 (81) 2698-2507 | All plans | Field-ops urgent (a machine offline) | < 30 min business hours |
| **Slack Connect** | Pro & Enterprise | Casual ongoing collaboration | Best-effort same-day |
| **Emergency phone line** | Enterprise only | P0 incidents at 03:00 | 15 min 24/7 |
| **CSM (Customer Success Manager)** | Enterprise only | Quarterly business reviews, onboarding, roadmap | Dedicated |

## Tiers

### T1 — Front line
Handles 80 % of inbound. Answers from the knowledge base, walks users through the UI, resets passwords, verifies billing. Escalates anything they can't resolve in two back-and-forths.

**Typical issues**: "How do I register a new machine?", "Why don't I see my sales yet?", "My password reset email didn't arrive."

### T2 — Technical support
Has read access to Supabase logs, can replicate bugs in staging, runs diagnostic queries. Escalates code issues to T3.

**Typical issues**: "My dashboard shows wrong totals", "Machine reports online but no sales in 3 days", "Map is blank after the latest update."

### T3 — Engineering on-call
Can ship code fixes. Follows the [RUNBOOK](./RUNBOOK.md). Writes post-mortems.

**Typical issues**: production deploys that broke something, RLS policy fixes, Supabase migration failures, third-party outage mitigation.

### Critical escalation path

```
Customer report → T1 acknowledges
          ↓ not resolvable in 2 exchanges
        T2 investigates (logs, repro)
          ↓ code or infrastructure bug
        T3 (on-call engineer) via PagerDuty
          ↓ > 30 min unresolved on a P0
        Founder + CTO paged
```

## Response-time commitments

See [SLA.md §3](./SLA.md#3-incident-severity). Quick copy:

| Severity | Starter | Pro | Enterprise |
|---|---|---|---|
| P0 — Service down | 4 h (business hrs) | 1 h (business hrs) | **15 min 24/7** |
| P1 — Core workflow broken | 1 bd | 4 h (business hrs) | 1 h (business hrs) |
| P2 — Secondary feature broken | 2 bd | 1 bd | 4 h (business hrs) |
| P3 — Cosmetic | 5 bd | 2 bd | 1 bd |

bd = business day (Mon–Fri, 09:00–18:00 CST, excluding Mexican public holidays)

## What to include in a ticket

Help us help you. The more of these we get up front, the faster we respond:

1. **Your organization ID** (visible in Settings → Account or at the bottom of the dashboard).
2. **A screenshot or screen recording** of the issue.
3. **The URL** you were on.
4. **What you expected to happen** vs what actually happened.
5. **Browser + OS** (Chrome 123 on Windows, Safari 17 on macOS, etc.).
6. **Time and timezone** the issue started.
7. **Whether it's still happening** or it resolved itself.

Worst ticket: *"Dashboard broken, please fix."*
Best ticket: *"Dashboard 'Ventas totales hoy' shows $0 even though I can see 14 sales in the Reportes table. Started around 14:30 CST today. Org ID `d97d3a62-9278-4ae5-88c1-a3fdc88321bf`. Chrome 123 on Mac. Screenshot attached."*

## On-call rotation

- **Primary** — picks up P0/P1 alerts 24/7 during their week. Reaches out first on customer escalations.
- **Secondary** — steps in if primary doesn't acknowledge in 10 min.
- **Rotations** are weekly (Monday 10:00 CST handoff).
- **Escalation** to founder/CTO after 30 min of unresolved P0.

Current rotation is maintained in the team calendar. A new on-call reads [RUNBOOK.md](./RUNBOOK.md) on their first day.

## Support holidays and black-out windows

We observe Mexican public holidays. On these days **business-hour SLA clocks pause**; **24/7 Enterprise P0 commitments do not**. Days with no business-hour support:

- 1 Jan (New Year's)
- 5 Feb (Constitution Day)
- 21 Mar (Benito Juárez Day)
- Good Friday (date varies)
- 1 May (Labour Day)
- 16 Sep (Independence Day)
- 20 Nov (Revolution Day)
- 25 Dec (Christmas)
- 31 Dec

## Feedback loop

Every resolved ticket ends with a one-click CSAT survey (👍 / 😐 / 👎). Feedback below 👍 goes to the weekly support review; anything that happens twice goes into the KB or gets a product fix.

## Knowledge base

Public articles live at <https://trackmyvend.com/Manuales.html> (and localized). Top-10 FAQs are pinned and updated whenever we see the same T1 question three weeks in a row.

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**Updates to this document require a PR and approval from the founder. The authoritative copy is the one on `main`.**