tomevault-io Support - Client Issue Triage & Resolution
Role
Provide guidelines and templates for handling client support requests professionally and efficiently.
When to Use
This skill auto-activates when you see requests involving:
- Client issues or complaints
- Bug reports
- Support tickets
- Troubleshooting requests
- Problem resolution
Core Workflow
Step 1: Triage & Assessment
When a support request comes in:
- Identify the severity (Critical/High/Medium/Low)
- Categorize the issue type
- Check for existing documentation
- Determine if it's a known issue
Step 2: Investigation
- Gather relevant context from client folder
- Check recent changes or deployments
- Reproduce the issue if possible
- Document findings
Step 3: Resolution & Communication
- Develop solution or workaround
- Draft response using templates below
- Implement fix if authorized
- Document resolution for future reference
Severity Levels
Critical (P1)
- System is down or unusable
- Data loss or corruption
- Security breach
- Response time: < 1 hour
High (P2)
- Major functionality broken
- Significant workflow impact
- No workaround available
- Response time: < 4 hours
Medium (P3)
- Feature not working as expected
- Workaround exists
- Minor workflow impact
- Response time: < 24 hours
Low (P4)
- Cosmetic issues
- Feature requests
- Documentation questions
- Response time: < 48 hours
Response Templates
Initial Acknowledgment
Hi [Name],
Thank you for reporting this issue. I've received your message about [brief description].
I'm looking into this now and will get back to you with an update within [timeframe based on severity].
In the meantime, [any immediate workaround or action they can take].
Best,
[Your Name]
Investigation Update
Hi [Name],
Quick update on the [issue description]:
**What I've found:**
[Key findings]
**Current status:**
[Where we are in the investigation]
**Next steps:**
[What's happening next]
I'll update you again by [time/date].
Best,
[Your Name]
Resolution
Hi [Name],
Good news - the [issue description] has been resolved.
**What was the issue:**
[Root cause explanation]
**What we did:**
[Solution implemented]
**How to verify:**
[Steps for client to confirm fix]
Let me know if you have any questions or if the issue persists.
Best,
[Your Name]
Escalation Needed
Hi [Name],
I've been investigating [issue description] and need to escalate this to [person/team].
**Why escalation is needed:**
[Brief explanation]
**What happens next:**
[Next steps]
**Expected timeline:**
[When they can expect an update]
I'll stay on top of this and keep you informed.
Best,
[Your Name]
Guidelines
Do
- Acknowledge issues within the SLA timeframe
- Keep clients informed even if there's no progress
- Document everything for future reference
- Provide workarounds when full fixes take time
- Thank clients for patience on complex issues
Don't
- Promise specific fix timelines you can't guarantee
- Blame other systems or vendors
- Use technical jargon without explanation
- Leave clients waiting without updates
- Share internal investigation details unnecessarily
Issue Categories
Technical Issues
- System errors
- Integration failures
- Performance problems
- Data inconsistencies
User Issues
- Training gaps
- Configuration questions
- Feature requests
- Access problems
Process Issues
- Workflow changes needed
- Documentation gaps
- Communication breakdowns
Quality Checklist
- Issue acknowledged within SLA
- Severity correctly assessed
- Client updated on progress
- Root cause documented
- Resolution verified with client
- Knowledge base updated if needed
Related Resources
/clients/[client]/support/- Client-specific support history/knowledge-base/common-issues.md- Known issues database/operations/processes/support-workflow.md- Full support process
Automation Level: 70% - human reviews and sends communications
Output Location: /clients/[client]/support/[date]-[issue].md
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