Support Operations - Sequifi Delivery Framework

Support Team Overview

The Support Team functions as the first line of defense for production issues, operating separately from the sprint cycle to address live customer issues.

Tool: All bugs are logged in GitHub project: SEQ Bug Tracker

Client Reports to CS

→

CS Posts to #sequifi_support

→

Support Triage

→

Classify Priority

→

Route to Resolution

Bug Priority Classification

Priority	Definition	Examples	Target Resolution
P0-PAYROLL	Time-critical payroll bug, cutoff < 12 hours	Payroll calculation failures, tax errors, direct deposit broken	2-4 hours
P1-PAYROLL	Payroll bug, cutoff 12-48 hours away	Payroll preview incorrect, benefits calculation issues	12-24 hours
P0 Critical	System down, data loss, security breach	Database failure, login broken, data corruption	4-8 hours
P1 High	Core feature broken, affects multiple clients	Report generation failing, integration sync broken	24-48 hours
P2 Medium	Feature degraded, workaround available	UI issues, slow performance, validation errors	3-7 days
P3 Low	Minor issues, cosmetic	Typos, minor alignment, non-blocking warnings	2-4 weeks

Bug Reporting Flow

Step 1: Client Reports to CS

Client contacts their Client Success Manager (CSM) via email, call, or Slack
CSM gathers initial details from the client
CSM raises the issue internally on #sequifi_support Slack channel

Required Information from CS: When posting to #sequifi_support, CS must include the following details for faster investigation:

Field	Description	Required?
Client Affected	Name of the client experiencing the issue	Yes
Priority	Critical (P0), High (P1), Medium (P2), Low (P3)	Yes
Functional Area	Payroll, Onboarding, Setup, Commissions, Reports, etc.	Yes
Issue Description	Clear description of what is broken or not working	Yes
Steps to Replicate	Step-by-step instructions to reproduce the issue	If possible
Video/Recording Link	PostHog session recording or screen recording for faster identification	Recommended
Payroll Cutoff	Date/time if payroll-related and time-sensitive	If applicable

Step 2: Support Team Intake

Support Engineer acknowledges in #sequifi_support within 1 hour
Validates and gathers additional information if needed:
- Is this blocking client work?
- Are there any workarounds available?
- Is this affecting multiple clients?

Step 3: Logging (within 2-4 hours)

Create issue in tracking system with:
- Title: Clear, concise description
- Labels: bug, priority, module/component
- Client name(s) affected
- Reproduction steps
- Screenshots/videos/PostHog links
- Payroll cutoff (if applicable)
Tag Tech Lead and QA Lead for severity classification

Step 4: Classification (within 4 hours, 30 min for critical)

Tech Lead reviews issue
Collaborates with Support Lead and QA Lead
Assigns severity: P0-PAYROLL, P0, P1, P2, P3
If P0/P0-PAYROLL: Immediate escalation

SLA Timelines

Priority	Acknowledge	Assign Dev	Fix + Test	Deploy
P0-PAYROLL	15 min	30 min	1-2 hours	Same day (ASAP)
P0	30 min	1 hour	2-4 hours	Same day
P1	1 hour	2 hours	4-8 hours	24-48 hours
P2	4 hours	1 day	1-3 days	Next release
P3	1 day	As capacity	Batched	Next major release

On-Call Structure

Tier	Role	Responsibility	Response Time
Tier 1	Project Coordinator (Support team)	First responder, bug logging, triage	15 minutes
Tier 2	Support Engineer + QA	Hotfix development and testing	30 minutes
Tier 3	Tech Lead	Decisions, approvals, deployment	15 min (P0-PAYROLL)

Escalation Flow

Client

→

CS → #sequifi_support

→

PC (Tier 1)

→

If P0

→

Tech Lead

→

War Room

Fast-Track vs Standard Resolution

Bug Type	Process	UAT Regression?	Timeline
P0-PAYROLL	Emergency Hotfix	NO - Critical paths only	2-4 hours
P0	Hotfix	NO - Critical paths only	4-8 hours
P1	Expedited	NO - Unit test only	24-48 hours
P2/P3	Standard Release	YES - Full 7-day regression	Next Wednesday

P0/P1 bugs skip UAT regression to prioritize speed. A proper permanent fix may be scheduled for the standard release cycle if needed.

🆘 Production Support & Issue Management

On This Page