Skip to main content

Client Support Process - Standard Operating Procedure

Purpose​

This SOP documents how Symphony Core handles inbound client support requests through the current email-based system. It defines the intake process, triage criteria, response responsibilities, and escalation guidelines for the support team.

Scope​

Covers:

  • Email intake via support@symphonycore.com Google Group
  • Triage and response process for client support requests
  • Escalation from L1 (Team) to L2 (Rohit)
  • Informal SLA targets for response and resolution

Does Not Cover:

  • Ticketing system implementation (see PRD: GHL-Based Support Ticketing System)
  • Client onboarding issues (see SOP: Client Onboarding Procedure)
  • Billing disputes (escalate directly to Rohit)
  • Technical emergencies (contact Rohit directly)

Current Volume​

  • Weekly requests: 1-5 per week
  • Typical issues: How-to questions, minor configuration changes, workflow troubleshooting

Process Overview​

Email Configuration​

Support Email Address​

ComponentDetails
Email addresssupport@symphonycore.com
TypeGoogle Group (not a Google Workspace account)
Access typeCustom / Mailing
Group labelsMailing

Group Members​

MemberEmailRoleResponsibility
Rohit Anandrohit@symphonycore.comOwnerL2 escalations, complex issues
SC Operationsteam@sc.symphonycore.comMemberL1 triage, basic issues

Note: team@sc.symphonycore.com is connected to the "z. SC Operations" sub-account in GHL. Emails appear in the GHL Conversations inbox.

Roles and Responsibilities​

RACI Matrix​

ActivityL1 TeamL2 Rohit
Monitor inbox dailyRI
Initial response (< 24h)RA
Basic troubleshootingRC
GHL configuration changesRA
Complex workflow issuesIR
Billing/contract inquiriesIR
Client relationship decisionsCR/A

Legend:

  • R = Responsible (does the work)
  • A = Accountable (final approval)
  • C = Consulted (provides input)
  • I = Informed (needs to know)

L1 Team Responsibilities​

  • Monitor team@sc.symphonycore.com inbox daily
  • Acknowledge client requests within 24 hours
  • Handle basic issues directly:
    • How-to questions
    • Password resets
    • Minor configuration changes
    • Documentation requests
  • Escalate complex issues to L2
  • Document resolution in email thread

L2 Rohit Responsibilities​

  • Review escalated issues
  • Handle complex matters:
    • Workflow/automation issues
    • Integration problems
    • Billing or contract questions
    • Client complaints
    • Sub-account configuration changes
  • Final authority on client relationship decisions
  • Delegate back to L1 with instructions when appropriate

Prerequisites​

Before handling support requests, ensure:

  • Access to team@sc.symphonycore.com inbox (via GHL SC Operations sub-account)
  • Understanding of client GHL sub-account architecture (see KB-009)
  • Familiarity with common GHL features and troubleshooting
  • Knowledge of escalation criteria (see below)

Process Steps​

Phase 1: Intake​

Step 1.1: Client sends email

Step 1.2: Team acknowledges receipt

  • L1 team checks inbox at least once daily
  • Acknowledge receipt within 24 hours
  • Example acknowledgment:

    "Hi [Name], thanks for reaching out. I've received your request about [issue] and will look into it. You should hear back from me within 24-48 hours."

Phase 2: Triage​

Step 2.1: Assess request complexity

Review the email and determine:

  • What is the client asking for?
  • Can this be resolved quickly (< 30 min)?
  • Does this require sub-account access?
  • Is this a billing/contract matter?

Step 2.2: Route to appropriate handler

If request is...Then...
How-to questionL1 handles directly
Password/access resetL1 handles directly
Minor config changeL1 handles (may need guidance)
Documentation requestL1 handles directly
Workflow not workingEscalate to L2
Integration issueEscalate to L2
Billing questionEscalate to L2
Client complaintEscalate to L2
Unsure how to proceedEscalate to L2

Phase 3: Response​

Step 3.1: L1 handles basic issues

  1. Research the issue (check GHL docs, previous solutions)
  2. Draft response with clear instructions
  3. Include screenshots if helpful
  4. Send response via reply-all to keep thread intact
  5. If needed, schedule call with client

Step 3.2: L2 handles escalated issues

  1. Review full email thread and context
  2. Investigate in client's GHL sub-account if needed
  3. Respond directly or provide guidance to L1
  4. For complex issues, may schedule call with client

Phase 4: Resolution​

Step 4.1: Confirm resolution

  • After providing solution, ask client to confirm
  • Example: "Please let me know if this resolves your issue or if you need any further assistance."

Step 4.2: Close the thread

  • Once confirmed resolved, no further action needed
  • Email thread serves as record of resolution
  • (Note: No formal ticket tracking in current system)

Escalation Guidelines​

When to Escalate to L2​

Escalate to Rohit immediately if the request involves:

  • Billing or contract: Any questions about pricing, invoices, or contract terms
  • Client complaints: Dissatisfaction, frustration, or service quality concerns
  • Workflow/automation failures: Workflows not triggering, incorrect automations
  • Integration issues: Third-party connections failing (Google, Stripe, etc.)
  • Sub-account changes: Adding/removing users, changing permissions, deleting data
  • Feature requests: Client asking for new capabilities or customization
  • Unresolved after 24h: Any issue not resolved within initial response window
  • Uncertainty: Whenever unsure how to proceed

How to Escalate​

  1. Reply to the email thread (keep rohit@symphonycore.com in CC)
  2. Clearly state: "Escalating to Rohit for [reason]"
  3. Summarize what you've already tried or learned
  4. Rohit will respond directly to client or provide guidance

SLA Targets (Informal)​

MetricTargetNotes
Initial acknowledgment< 24 hoursAll requests
Resolution (basic issues)< 48 hoursL1 can handle
Resolution (complex issues)< 72 hoursL2 involvement
Client satisfactionNo complaintsInformal feedback

Note: These are informal targets, not contractual commitments. The goal is responsive, helpful communication.

Troubleshooting​

Common Issues​

Issue: Emails not appearing in team@sc.symphonycore.com inbox Solution:

  1. Check Google Group membership (admin.google.com)
  2. Verify team@sc.symphonycore.com is still a member
  3. Check spam/junk folders in GHL Conversations
  4. Verify GHL email integration is connected

Issue: Client didn't receive response Solution:

  1. Check Sent folder in GHL or Gmail
  2. Verify client email address is correct
  3. Ask client to check spam folder
  4. Resend from alternative email if needed

Issue: Unsure which sub-account client belongs to Solution:

  1. Search for client business name in GHL agency dashboard
  2. Check client email domain against sub-account contacts
  3. Ask client directly which business they're calling about

Issue: Client request is unclear Solution:

  1. Ask clarifying questions before attempting to solve
  2. Request screenshots or specific examples
  3. Offer to schedule a brief call if easier

Future Enhancements​

This SOP documents the current email-based support process. A formal ticketing system using GHL pipelines is planned to provide:

  • Formal ticket tracking with IDs
  • SLA monitoring and automated reminders
  • Tiered support workflow with clear escalation triggers
  • Historical reporting on support metrics

See: PRD: GHL-Based Support Ticketing System

Revision History​

DateVersionChange DescriptionAuthor
2025-12-221.0Initial version documenting current email-based support processSymphony Core Systems Team