# RateRight Support Workflow
**Created:** 2026-02-20 | **Status:** DRAFT — Awaiting Michael's review
**Purpose:** Define who handles what, response times, and escalation triggers.

---

## Reality Check

We're a pre-launch startup with zero dedicated support staff. Michael works 12-hour days on site. The fleet is AI agents. So this workflow has to be:
- **Realistic** — no promising 1-hour response times we can't deliver
- **Automated where possible** — templates, auto-replies, AI triage
- **Escalation-proof** — Michael only sees what Michael needs to see

---

## Support Channels

| Channel | Address | Status | Priority |
|---------|---------|--------|----------|
| **Email** | support@rateright.com.au | ✅ Active | Primary |
| **In-app** | Contact form → support@ | 🔧 Needs Builder | Secondary |
| **Phone** | Not offered at launch | ❌ | — |

**Why no phone:** Michael can't take calls on site. There's no call centre. Don't promise what you can't deliver. Email gives us time to respond properly.

---

## Response Time Commitments

| Priority | Response Time | Resolution Time |
|----------|--------------|-----------------|
| **Critical** (can't sign up, payment charged incorrectly, safety concern) | Within 4 hours during business hours | Within 24 hours |
| **High** (match not working, profile issue, can't post job) | Within 24 hours | Within 48 hours |
| **Normal** (general questions, feedback, feature requests) | Within 24 hours | Within 72 hours or directed to FAQ |
| **Low** (suggestions, nice-to-have) | Within 48 hours | Acknowledged, logged |

**Business hours:** Mon–Fri, 8 AM – 6 PM AEDT. Weekend emails answered Monday morning.

---

## Triage Flow

```
Email arrives at support@rateright.com.au
│
├── AUTO-REPLY sent immediately (see template below)
│
├── AI TRIAGE (future — Builder to implement)
│   ├── Can answer from FAQ? → Send relevant FAQ + "Does this help?"
│   ├── Account issue? → Flag for manual review
│   └── Complaint / escalation? → Flag urgent
│
├── MANUAL TRIAGE (launch reality)
│   ├── Michael checks support@ during evening window (7–8:30 PM)
│   ├── Quick answers → reply using templates
│   ├── Technical issues → forward to Builder via Rivet
│   └── Complaints → handle personally
```

---

## Who Handles What

### Michael (Manual — Evening Window)
- **Responds to:** Complaints, disputes, anything requiring human judgment
- **Uses:** Email templates below, personalised where needed
- **Time:** 15–20 min during evening window, batch-process
- **Goal:** No email older than 24 business hours without a response

### AI Auto-Reply (Immediate — Builder to Implement)
- **Sends:** Acknowledgment email on receipt
- **Includes:** Expected response time, link to FAQ, confirmation number
- **Purpose:** Nobody wonders if their email went into a void

### Herald (Me — Draft & Review)
- **Drafts:** Template responses for common scenarios
- **Reviews:** Any outgoing support response for voice consistency
- **Maintains:** FAQ document, email templates, this workflow

### Builder (via Rivet — Technical)
- **Handles:** Bug reports, login issues, platform errors
- **Receives:** Forwarded technical tickets from Michael or auto-triage
- **Responds:** Fix deployed → Michael sends the "sorted" email

### Susan (Cross-reference)
- **If support email is from a lead/prospect** → flag for Susan's pipeline
- **If contractor complaint about service** → flag for Susan to follow up after resolution

---

## Escalation Triggers — Michael Gets Pinged Immediately

These don't wait for the evening window:

| Trigger | Why | Channel |
|---------|-----|---------|
| Safety concern mentioned | Legal obligation | Telegram alert |
| "Refund" or payment dispute | Money | Telegram alert |
| Media/journalist inquiry | Reputation | Telegram alert |
| Legal threat | Obvious | Telegram alert |
| Contractor threatening public complaint | Reputation | Telegram alert |
| More than 5 support emails in one hour | Something's broken | Telegram alert |

Everything else batches for the evening window.

---

## Metrics to Track (Once We Have Volume)

| Metric | Target |
|--------|--------|
| First response time | < 24 business hours |
| Resolution time | < 48 hours (critical), < 72 hours (normal) |
| Emails per day | Track trend |
| Top 5 question categories | Update FAQ monthly |
| Escalation rate | Track — if >20%, FAQ or product needs fixing |

---

## Phase 2 — When Volume Grows

When support email volume exceeds what Michael can handle in 15 min/evening:

1. **AI auto-responder** — Builder implements smart triage that answers FAQ-level questions automatically, only escalates genuine issues
2. **In-app help centre** — FAQ searchable within the app, reduces email volume
3. **Canned response system** — Click-to-send templates in email client
4. **Dedicated support time** — Consider part-time VA or support person (Harper to budget)

---

## Decision for Michael

1. **Auto-reply on support@** — approve the template below? Builder can set up a simple auto-responder.
2. **Response time commitments** — comfortable with 24-hour business hours response? Or want tighter?
3. **Phone support** — confirm we're NOT offering phone at launch?
4. **Escalation triggers** — anything to add to the immediate-alert list?

---

*Support is marketing. Every confused backpacker who gets a fast, clear, human reply tells 10 mates in the hostel. Every one who gets silence tells 20.*