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| title: NimbusNote Knowledge Base — Customer Support Playbook |
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| # Customer Support Playbook |
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| This playbook outlines common customer support procedures for NimbusNote Knowledge Base (fictional demo content). |
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| ## Enterprise Onboarding |
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| - Kickoff: Assign a Customer Success Manager (CSM) and schedule a kickoff meeting to map user roles, SSO setup, and export/import requirements. |
| - Data migration: Use the enterprise import tool to bulk-upload documents. Validate mapping and permissions in a staging workspace. |
| - Training: Provide a two-week onboarding program including admin training, user webinars, and handoff documentation. |
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| ## Password Reset |
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| - Self-service: Users can reset passwords via the `Forgot password` flow which sends a time-limited link (expires in 1 hour). |
| - Verification: For enterprise accounts with SSO, password resets are managed by the identity provider; support should verify SSO status before assisting. |
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| ## Support Escalation |
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| - Tier 1: Basic account and usage questions handled by support agents within 24 hours. |
| - Tier 2: Technical issues (API, ingestion errors) escalated to engineering with a 48-hour SLA for initial response. |
| - Tier 3: Security incidents or data-loss events trigger the incident response playbook and immediate CSM notification. |
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| ## Best Practices |
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| - Collect logs (timestamped, anonymized IDs) and screenshots when opening support tickets. |
| - Reproduce issues in a staging workspace before applying fixes to production customer data. |
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| This document is fictional and designed to provide realistic retrieval targets for demo testing. |
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