Support Workflows

Triage Process

When a support request comes in, the first step is triage: understanding what the customer is experiencing and determining the appropriate priority and routing. Good triage ensures that issues are handled efficiently and that critical problems receive immediate attention.

Start by reading the customer's description carefully and identifying the core issue. Is it a platform access problem, a device monitoring issue, an alert configuration question, or something else? Check whether the customer has provided enough information to begin investigation, such as the affected room, device, or tenant.

Assign a priority based on the impact and urgency. Issues affecting multiple rooms or preventing a customer from using the platform are high priority. Questions about configuration, feature requests, and minor cosmetic issues are lower priority. Document your triage assessment in the support ticket so that anyone who picks it up later has context.

Common Issue Categories

Most support requests fall into a handful of recurring categories. Familiarity with these categories helps you triage faster and often resolve issues more quickly because you know where to look.

Connectivity issues are the most common category. These involve agents not reporting data, devices showing as offline, or gaps in monitoring data. The root cause is usually network-related, such as a firewall change, DNS issue, or the agent service not running. Dashboard and UI issues are the second most common, including widgets not loading, filters not applying, or pages displaying errors.

Alert-related requests are also frequent. Customers may report that they are not receiving expected notifications, that alerts are too noisy, or that alert rules are not working as configured. User access issues, including login problems, permission errors, and SSO configuration questions, round out the most common categories.

Escalation Path

Not every issue can be resolved at the first level of support. Having a clear escalation path ensures that complex or critical issues are routed to the right team without unnecessary delay. Escalation is not a failure; it is a normal part of handling a diverse range of support requests.

First-level support should handle common issues using available documentation, known solutions, and standard troubleshooting steps. If the issue cannot be resolved within a reasonable timeframe or requires access to backend systems, escalate to second-level support with a clear summary of what has been tried and what was observed.

Second-level support has deeper technical access and can investigate platform logs, agent behavior, and infrastructure issues. If the problem is determined to be a bug or requires a code change, it is escalated to the engineering team. At every escalation point, ensure the customer is informed of the handoff and updated on the expected timeline.

Communicating with Customers

Clear, empathetic communication is essential to a good support experience. Even when a problem is complex or takes time to resolve, customers feel better when they know what is happening and that someone is actively working on their issue.

When responding to a customer, acknowledge their issue, explain what you understand so far, and set expectations for next steps. Avoid technical jargon unless the customer is technical. If you need more information, ask specific questions rather than generic ones. Instead of "Can you provide more details?" try "Can you confirm which room and device are affected, and when you first noticed the issue?"

Keep the customer updated throughout the resolution process, even if the update is simply "We are still investigating and expect to have more information by end of day." Silence from support is one of the biggest sources of customer frustration. When the issue is resolved, confirm the resolution with the customer and ask if they have any remaining questions.

Tools and Access

Support staff need access to several tools and systems to investigate and resolve customer issues effectively. Ensure you are familiar with the tools available to you and know how to use them for common troubleshooting tasks.

The primary tool is the Project Green platform itself, where you can view the customer's rooms, devices, alerts, and configuration. You may have access to an internal admin view that provides additional diagnostic information not visible to customers. Familiarize yourself with the admin capabilities so you can use them efficiently when needed.

Other tools may include access to agent logs, platform infrastructure dashboards, and internal communication channels for coordinating with the engineering team. If you do not have access to a tool you need, request it through the appropriate internal process. Having the right access before you need it reduces resolution times and prevents delays when a critical issue comes in.