Support and Monitoring

1. Support & Monitoring

• Tier 1 Support (Customer-Facing):

  • Managed by the Customer Experience team (Anabel).

  • Handles customer queries, account issues, order status, refunds, and general inquiries.

  • Support channels include in-app chat, email, and phone lines.

  • Escalation of unresolved issues to Tier 2.

• Tier 2 Support (Vendor & Platform):

  • Managed by the E-Commerce Management team (Wole).

  • Handles vendor-related issues (onboarding, product listings, payments, disputes).

  • Works closely with Customer Experience to resolve escalated user/vendor complaints.

• Tier 3 Support (Technical):

  • Managed by the Tech Lead (Taofeeq) and Development/QA teams.

  • Focuses on bug fixes, downtime, system errors, and integration issues.

  • Collaborates with infrastructure partners (hosting, payment gateways, APIs) to resolve technical failures.

2. Monitoring Strategy

• System Monitoring:

  • Real-time monitoring of uptime, server load, transaction volumes, and API performance.

  • Automated alerts for downtime, failed transactions, or suspicious activity.

  • 24/7 monitoring dashboards accessible to the Tech Lead and DevOps team.

• Application Monitoring:

  • Tracking of response times, crash analytics, and error logs.

  • Monitoring app performance across web, iOS, and Android platforms.

  • Regular audits to ensure scalability during peak demand (e.g., festive seasons).

• Security Monitoring:

  • Continuous monitoring for fraud, data breaches, and unauthorized access attempts.

  • Integration with security tools for vulnerability scans and penetration testing.

  • Incident response protocols for handling cybersecurity threats.

3. Reporting & Continuous Improvement

• Weekly Reports: Customer support tickets, resolution time, vendor issues, and bug status.

• Monthly Reports: Platform uptime, transaction success rates, and user satisfaction scores.

• Quarterly Reviews: Deep-dive into KPIs (conversion, churn, vendor satisfaction), leading to product/UX improvements.

• Feedback loops from Customer Experience (Anabel) and QA (Daniel) feed directly into Product Management (Deborah + Wole) for continuous optimization.

4. Escalation Monitoring

• Customer raises issue → handled by Tier 1 (Customer Experience).

• If unresolved → escalated to Tier 2 (Vendor/E-Commerce Manager).

• Technical/system issues → escalated to Tier 3 (Tech Lead + Development Team).

• Critical business-impact issues → reviewed jointly by Product Owner (Wole), PM (Demi), and Tech Lead (Taofeeq) for resolution.