# 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.
