Deployment Guide

10. Support & Escalation (for Deployment Team)

Support for Deployment or Functional Issues

• For any deployment- or configuration-related issues, contact the designated support team at: smartofficenxt.support@cloudangles.com
• Provide essential details such as:
  • Issue description
  • Steps performed
  • Screenshots (if applicable)
  • Environment or affected module
• This helps support teams diagnose problems quickly and accurately.

Escalation Path

• Level 1: Support / Administrator Handles basic troubleshooting, configuration clarifications, and initial analysis.
• Level 2: Technical Specialist / Product Team Investigates deeper technical issues or functional inconsistencies that require specialist review.
• Level 3: Product Owner / Management Address critical, high-impact issues affecting production usage or requiring immediate attention.

Response Guidelines

• Initial acknowledgment of reported issues should be within 2 hours.
• Critical production issues should follow a prioritized escalation to ensure minimal downtime.