Support Domain

Owner: Minnie (AI operations) + Tin (customer support anchor)

Purpose: Capture field-level friction affecting user experience, retention, and product iteration.

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Scope

In Scope:

• Customer issues (hardware, software, user error)
• Firmware bugs and edge cases
• Hardware defects and failure patterns
• Playmaker feedback (trainers in the field)
• Product iteration signals (what's breaking, what's confusing, what's requested)

Out of Scope:

• Sales inquiries (route to appropriate team)
• General marketing feedback (route to Charlie/Kristin)
• Internal IT support (different domain)

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Signal Categories

1. Critical Issues (Immediate Escalation)

• Safety concerns
• Widespread hardware failure
• Data loss or security breach
• Revenue-blocking bugs
• Partner/school escalations

Action: Flag to Quan + relevant Jedi Council member immediately

2. Product Defects

• Firmware bugs (reproducible)
• Hardware failures (pattern detection)
• Manufacturing defects
• Component failures

Action: Log in issues/, aggregate weekly for Malachi/development

3. User Experience Friction

• Confusing UX flows
• Setup difficulties
• Documentation gaps
• Training material needs

Action: Aggregate for Steve (training) or product team

4. Feature Requests

• Playmaker suggestions
• Customer requests
• Field innovations

Action: Log in feature-requests.md, review monthly

5. Field Intelligence

• Competitive intel from playmakers
• Usage patterns
• Success stories
• Environmental challenges (outdoor conditions, connectivity, etc.)

Action: Share with relevant stakeholders, integrate into planning

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Workflow

Intake

• Tin handles Zoho Desk tickets (primary)
• Playmakers report via training channels (Steve)
• Partners escalate via Kristin
• Email/webhook notifications to Minnie for monitoring

Triage (Minnie)

1. Categorize signal (Critical → Feature Request)
2. Detect patterns (same issue from multiple sources?)
3. Route to appropriate owner
4. Log in tracking files

Resolution Tracking

• Link to Zoho Desk ticket ID when available
• Track time-to-resolution
• Document root cause and fix
• Update documentation/training materials

Aggregation & Reporting

• Weekly: Issue summary to Jedi Council
• Monthly: Product iteration signals to roadmap planning
• Quarterly: Support metrics (volume, resolution time, recurring issues)

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Integration Points

Zoho Desk

• Owner: Tin (primary operator)
• Minnie role: Monitor for patterns, flag escalations, assist with documentation
• Data flow: Ticket summaries → issue tracking → pattern detection

Training (Steve)

• Playmaker feedback → training material updates
• Common issues → FAQ/troubleshooting guides
• Field successes → case studies

Development (Malachi)

• Bug reports → Code 5 SDK requirements
• Hardware issues → Jerry (QC/manufacturing)
• Firmware bugs → development backlog

Product (Quan)

• Iteration signals → roadmap planning
• Customer pain points → feature prioritization
• Market feedback → strategic decisions

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Metrics

Support Health

• Ticket volume (daily/weekly/monthly)
• Resolution time (by category)
• Escalation rate (% requiring Quan/Council involvement)
• Recurring issues (pattern frequency)

Product Quality

• Bug density (bugs per deployment)
• Hardware failure rate (% of units)
• User error rate (setup/usage issues)

Field Intelligence

• Feature request frequency
• Playmaker satisfaction signals
• Customer retention correlation with support quality

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Files

• issues/ — Individual issue tracking (one file per major issue)
• patterns.md — Recurring issue patterns
• feature-requests.md — Customer/playmaker requests
• field-intelligence.md — Competitive intel, success stories, usage patterns
• metrics/ — Support health dashboards
• escalations.md — Critical issues requiring immediate attention

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Operating Principles

1. Protect Tin's capacity — She's already at capacity, don't overload
2. Pattern detection over firefighting — Find root causes, not just fix symptoms
3. Field reality trumps theory — Playmakers know what works in practice
4. Document learnings — Every issue teaches us something
5. Close the loop — Tell reporters what happened with their feedback

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Status: Initialized Feb 17, 2026
Next: Set up issue tracking templates, integrate Zoho Desk monitoring