SOP checklist

• Update help center docs (what’s new, how-to, troubleshooting).

• Create/refresh support macros and canned replies.

• Define escalation path (P1/P2) with response SLAs.

• Plan launch-day coverage (time window + owners).

Outputs

• Help center updates

• Macro library

• Escalation matrix + SLAs

• Coverage schedule

Done when

• Support can resolve common issues and escalate critical ones within defined SLAs.