Support Operations
Internal support playbook: ownership, escalation, SLA targets, response templates, and weekly review cadence.
Routing & Ownership Snapshot
Primary owner
Unassigned
Backup owner
Unassigned
General inbox
support@smallclaimshelper.com
Timezone and cadence
America/Los_Angeles / Weekly
SLA Targets
1. First response: 1 business day
2. Security and account access: 4 business hours
3. Billing issues: 1 business day
4. Standard resolution target: 3 business days
Escalation Paths
Product bug or outage -> engineering incident channel
Payment dispute -> billing owner + Stripe event review
Security or subpoena request -> legal/security owner
Data deletion request -> verify account and execute termination flow
Response Templates
Security request acknowledgment
Thanks for contacting Small Claims Helper support. We received your security request and escalated it to our security team. We will provide the next update within one business day.
Billing issue acknowledgment
Thanks for flagging this billing issue. We are reviewing your subscription and payment events now. We will follow up with a concrete update within one business day.
Account termination confirmation
Your account termination request is complete. Access is disabled immediately, and account data is scheduled for permanent deletion after seven days.
Weekly Operations Review
1. Top 5 support issue categories
2. Median first response and resolution times
3. Open high-priority or aging tickets
4. Escalated legal or security requests
5. Product improvements to reduce repeated requests