CMS Team Platform Support Request Process

[LisaLindsey]

User Story or Problem Statement

As a CMS team member, I want a clear process for handling platform support requests,
So that I can effectively respond to and manage support tickets in a consistent manner.

Description or Additional Context

Steps for Implementation

Phase 1: Process Development (Week 1)

• Internal Process Documentation
• Create support ticket workflow
• Define priority levels
• Establish SLAs
• Document response guidelines
• Create assignment process
• Define escalation paths

Acceptance Criteria

• Documented support ticket handling process
• Clear response time expectations
• Priority classification system
• Escalation paths defined
• Requires design review
• Requires accessibility review