Support Process

Support Channels

Email: support@selorahomes.com

In-App Chat: Available in customer dashboard

Phone: For enterprise customers only

Emergency: 24/7 hotline for critical issues

Support Tiers

Tier 1: General Support

Response Time: 4 hours during business hours

Handles:

• General questions
• How-to guidance
• Account issues
• Basic troubleshooting

Tier 2: Technical Support

Response Time: 2 hours during business hours

Handles:

• Complex technical issues
• Integration problems
• Performance issues
• Escalations from Tier 1

Tier 3: Engineering Escalation

Response Time: 1 hour for critical issues

Handles:

• Bug fixes
• System outages
• Data issues
• Custom requests

Ticket Management

Categorization: Tag tickets by type, priority, and customer tier

Priority Levels:

• P0 (Critical): System down, data loss
• P1 (High): Major functionality broken
• P2 (Medium): Feature not working as expected
• P3 (Low): Enhancement requests, questions

SLAs by Priority:

• P0: 30 min response, 4 hour resolution
• P1: 2 hour response, 1 day resolution
• P2: 4 hour response, 3 day resolution
• P3: 1 day response, 1 week resolution

Support Best Practices

Be Empathetic: Acknowledge customer frustration

Be Clear: Use plain language, avoid jargon

Be Thorough: Fully resolve issues, don’t pass the buck

Document: Update internal knowledge base with solutions

Follow Up: Check in after resolution