1
Triaged (SLA: 4h from detection)
- Identify issue source (Slack, DM, ops sheet)
- Classify severity: P0 / P1 / P2 / P3 using tier definitions above
- Assign to correct executor based on issue type
- Log ticket in `brain.support_tickets` with: severity, source, description, assigned executor
- For P0/P1: notify Akash immediately via Slack DM
ticket logged with severity label and executor assigned
Branch
Waiting on Client → no response after 48h:
CSM evaluates severity — P0/P1: escalate to Akash. P2/P3: CSM closes ticket with note "Client unresponsive — closed after 48h." Log in brain.
2
Assigned (SLA: 24h; executor ack within 1h)
- Executor acknowledges ticket within 1 hour of assignment
- Executor confirms understanding of issue and first action step
- CSM confirms acknowledgment received
executor has acknowledged in Slack or brain ticket
- Executor works resolution — log progress update every 24 hours in brain ticket
- CSM checks in at each 24h mark; if no update → escalate
- If blocked by external factor → move to Waiting on Client (Stage 5) or Blocked
- If issue cannot be resolved at executor level → move to Escalated (Stage 7)
resolution is ready to deliver to client
4
Delivered (SLA: 24h for client confirmation)
- CSM sends delivery message to client — include:
- What was fixed
- Any action required from client
- Explicit ask for confirmation
- Log delivery timestamp in brain ticket
delivery message sent and confirmation requested
5
Waiting on Client (SLA: 48h)
- Send clear ask to client with explicit 48h deadline
- Log follow-up date in brain ticket
- Follow up if no response within 24h
- If no response after 48h → CSM closes ticket or escalates based on severity
client responds or deadline passes (see Offshoots)
6
Client Confirmed (terminal)
- Client has acknowledged resolution
- Close ticket in `brain.support_tickets`
- Log resolution notes for escalation pattern tracking
ticket closed — WIN terminal
7
Escalated (SLA: 24h for Akash decision)
- CSM escalates to Akash with: issue summary, what was tried, blocker reason
- Akash reviews and decides within 24h:
- Route to resolution with direct guidance
- Route to CapEx Pipeline (Idea stage) if systemic fix needed
- Log Akash's decision in brain ticket
Akash has reviewed and re-routed
- CSM documents hold reason in brain ticket
- Set 48h check-in reminder
- CSM follows up every 48h until hold lifts
external factor resolved — return to In Progress
- Resolved tickets with no further action needed
- Move to Archived after Client Confirmed or CSM close
ticket archived — WIN terminal