Support Process

This document outlines how Selora Homes manages customer support requests, internal escalation, and engineering collaboration.

Support Channels

Customers can reach Selora Homes through the following channels:

Email: support@selorahomes.com

In-App Chat: Available within the customer dashboard

Support Hours

Selora Homes provides standard customer support during the following hours:

Monday – Friday
9:00 AM – 5:00 PM Pacific Time (PST)

Requests submitted outside of these hours will be addressed on the next business day.

Critical incidents may trigger an emergency response outside normal support hours.

Support Impact Levels

Selora Homes classifies support issues by impact level.

Impact level determines how quickly Selora Homes responds to and resolves an issue. Higher impact issues receive faster response times and may require immediate engineering involvement.

Critical

Critical issues represent system-wide failures or security risks that prevent customers from using core functionality.

Examples

• System outages
• Data loss or corruption
• Security incidents
• Core automation platform unavailable
• Multiple customers unable to access their systems

These issues require immediate investigation and engineering involvement.

High

High-impact issues significantly disrupt customer workflows but do not fully disable the platform.

Examples

• Major integrations failing
• Device onboarding failures affecting active installs
• Dashboard or automation failures
• Severe performance degradation

These issues are prioritized for rapid investigation and escalation if required.

Normal

Normal issues affect individual users or represent expected support cases.

Examples

• Device troubleshooting
• Configuration questions
• Account or billing questions
• Minor integration issues

These issues are handled during normal support operations.

Low

Low-impact issues are informational or improvement-oriented.

Examples

• Feature requests
• Documentation clarification
• Minor UI feedback
• Non-blocking enhancements

These issues are tracked and addressed as capacity allows.

Ticket Requirements & Service Levels

All support tickets must include the following information:

• Customer tier (Essential / Premium / Estate / Installer)
• Issue category (Hardware / Integration / Billing / Bug / Feature Request)
• Impact level (Critical / High / Normal / Low)

Service Level Targets

Resolution times may vary depending on complexity but must always be communicated to the customer.

Internal Dashboard Monitoring

In addition to inbound support tickets, Customer Support Engineers must actively monitor internal operational boards.

Connect Requests Board

All Customer Support Engineers must subscribe to the connect-requests board in GitLab (internal link).

This board contains:

• Installer connection requests
• Hardware onboarding approvals
• System pairing issues
• Configuration validations
• Field escalations

Failure to monitor this board can delay installs and impact customer experience.

Required Action

Every support engineer must:

1. Navigate to the Selora Homes GitLab project
2. Go to Issues → Boards
3. Open the connect-requests board
4. Click Subscribe
5. Confirm notifications are enabled in profile settings

You should receive:

• Email notifications
• In-app notifications

Ownership Model

• First engineer to comment claims ownership
• Add yourself as assignee
• Move issue to “In Progress”
• Update status within SLA window

If SLA risk occurs:

• Tag Engineering lead
• Notify in #support Slack

Support Best Practices

Support at Selora Homes goes beyond technical troubleshooting. Our goal is to build trusted relationships with every customer we support. To guide every support interaction, we follow the principles below.

Be Empathetic: Acknowledge customer frustration.

Be Clear: Use plain language. Avoid unnecessary technical jargon.

Be Thorough: Resolve root cause. Avoid partial fixes.

Document: After resolving an issue, add relevant learnings to the external-facing Selora Homes Documentation .

Follow Up: Confirm resolution and customer satisfaction.