Plan

Timeline: Now – December 2025 (SLA-driven, with escalations structured)
Owner: Support Specialist (L1/L2), Product/Engineering (L2/L3)
Deliverables:

SLA-based ticket management (response <90 mins, resolution as per severity)
Documented escalation path (L1 → L2 → L3)
Root cause analysis & KB updates for every critical ticket
Monthly SLA compliance reports

Support needed from other teams:

Engineering/QA: timely L2/L3 fixes
Product: Roadmap alignment for bugs/features

Review Process:

Weekly support performance review (tickets handled, SLA met)
Monthly audit of escalation logs and KB updates