Help Desk & Support¶
Overview¶
Manage BrainSAIT customer support requests, technical issues, and escalations with structured triage, SLA tracking, and agent-specific troubleshooting for ClaimLinc, PolicyLinc, DocsLinc, and platform issues.
Channel Structure¶
Support Channels¶
| Channel | Purpose | Access |
|---|---|---|
#support-triage | Incoming tickets and initial assessment | Support team |
#support-claimlinc | ClaimLinc-specific issues | Support + Engineering |
#support-policylinc | PolicyLinc and payer issues | Support + Engineering |
#support-docslinc | Document processing issues | Support + Engineering |
#support-escalations | P1/P2 critical escalations | All teams |
#support-resolved | Completed tickets for reference | Support team |
Customer Channels¶
| Channel | Purpose |
|---|---|
#customer-[name]-support | Dedicated support for enterprise customers |
#support-general | General product questions |
Ticket Priorities¶
| Priority | Description | Response SLA | Resolution SLA |
|---|---|---|---|
| P1 - Critical | Production down, all claims blocked | 15 min | 4 hours |
| P2 - High | Major feature broken, workaround exists | 1 hour | 8 hours |
| P3 - Medium | Feature issue, limited impact | 4 hours | 24 hours |
| P4 - Low | Question, enhancement request | 24 hours | 72 hours |
Priority Examples¶
P1 - Critical:
- NPHIES submission completely failing
- All claims returning errors
- Customer unable to access platform
- Data integrity issue
P2 - High:
- ClaimLinc validation not catching known errors
- PolicyLinc returning incorrect eligibility
- Slow performance (<5x normal)
- Single payer connection down
P3 - Medium:
- Specific claim type failing validation
- Report generation issues
- UI/UX bugs affecting workflow
- Integration sync delays
P4 - Low:
- Feature requests
- Documentation questions
- Training requests
- Minor UI issues
Ticket Workflow¶
1. Intake¶
## New Support Ticket
**Ticket ID:** SUPPORT-[XXXX]
**Customer:** [Name]
**Priority:** P1/P2/P3/P4
**Agent:** ClaimLinc / PolicyLinc / DocsLinc / Platform
### Issue Summary
[One-line description]
### Details
- **Error Message:** [Exact error]
- **Claim ID(s):** [If applicable]
- **Payer:** [Bupa/Tawuniya/Medgulf/etc.]
- **Steps to Reproduce:** [Numbered steps]
- **Expected Behavior:** [What should happen]
- **Actual Behavior:** [What is happening]
### Customer Impact
- Claims affected: [X]
- Users impacted: [X]
- Revenue at risk: [X] SAR
### Attachments
- [ ] Screenshot/video
- [ ] Error logs
- [ ] Claim sample
2. Triage¶
- Assign priority based on impact
- Identify affected agent (ClaimLinc, PolicyLinc, DocsLinc)
- Route to appropriate channel
- Acknowledge to customer within SLA
3. Investigation¶
- Reproduce issue in staging
- Check recent deployments
- Review agent logs in DataLinc
- Identify root cause
4. Resolution¶
- Implement fix or workaround
- Verify with customer
- Document solution
- Update knowledge base
Key Messages¶
Acknowledgment¶
🎫 Ticket Received: SUPPORT-[XXXX]
Hi [Customer Name],
We've received your support request regarding [brief issue].
Priority: P[X] Response SLA: [Time] Assigned To: @[agent-name]
We're investigating and will update you shortly.
Status Update¶
📋 Update: SUPPORT-[XXXX]
Status: Investigating / In Progress / Pending Customer / Resolved
Findings: [What we've discovered]
Next Steps: [What we're doing next]
ETA: [Expected resolution time]
Resolution¶
✅ Resolved: SUPPORT-[XXXX]
Issue: [Brief description] Root Cause: [What caused it] Resolution: [How we fixed it]
Prevention: [Steps to prevent recurrence]
Please confirm this resolves your issue. We'll close this ticket in 48 hours if no response.
Agent-Specific Troubleshooting¶
ClaimLinc Issues¶
| Symptom | Common Cause | Quick Fix |
|---|---|---|
| Validation timeout | Large claim batch | Process in smaller batches |
| False positive rejection | Outdated rules | Check rule version, refresh |
| NPHIES submission fail | Payer API issue | Verify payer status, retry |
| Missing validation | New claim type | Request rule update |
PolicyLinc Issues¶
| Symptom | Common Cause | Quick Fix |
|---|---|---|
| Eligibility timeout | Payer API slow | Retry, check payer status |
| Wrong coverage info | Stale policy data | Force policy refresh |
| Authorization denied | Missing prior auth | Check auth requirements |
| Payer not found | Config issue | Verify payer mapping |
DocsLinc Issues¶
| Symptom | Common Cause | Quick Fix |
|---|---|---|
| OCR failure | Poor image quality | Request higher resolution |
| Wrong extraction | New document format | Submit for training |
| Slow processing | Large file size | Compress or split document |
| Missing fields | Handwritten text | Manual review required |
Escalation Path¶
Level 1: Support Engineer → 15 min
↓
Level 2: Senior Support → 30 min
↓
Level 3: Engineering On-Call → 1 hour
↓
Level 4: VP Engineering → 2 hours
↓
Level 5: Executive (P1 only) → 4 hours
P1 Escalation Template¶
🚨 P1 ESCALATION: SUPPORT-[XXXX]
Customer: [Name] - [Tier] Impact: [X] claims blocked, [X] SAR at risk Duration: [Time since reported]
Issue: [Description]
Actions Taken:
- [Action 1]
- [Action 2]
Blockers: [What's preventing resolution]
Needs: [Specific help needed]
cc: @on-call @[manager] @[vp-engineering]
Metrics & Reporting¶
Daily Support Metrics¶
## Daily Support Report - [Date]
### Volume
| Priority | Opened | Closed | Open |
|----------|--------|--------|------|
| P1 | [X] | [X] | [X] |
| P2 | [X] | [X] | [X] |
| P3 | [X] | [X] | [X] |
| P4 | [X] | [X] | [X] |
### SLA Performance
| Metric | Target | Actual |
|--------|--------|--------|
| P1 Response | 15 min | [X] min |
| P1 Resolution | 4 hours | [X] hours |
| P2 Response | 1 hour | [X] min |
| Overall CSAT | 4.5/5 | [X]/5 |
### Top Issues
1. [Issue type] - [X] tickets
2. [Issue type] - [X] tickets
### Escalations
- [X] P1 escalations
- [X] required engineering
Integration Points¶
- Jira: Ticket tracking and engineering handoff
- DataLinc: Log analysis and monitoring
- Notion: Knowledge base and runbooks
- PagerDuty: On-call alerting for P1