# Customer Support Playbook
Version: 1.4
Last Updated: 2025-12-08
## 1. Company Overview
We provide digital services, AI automation solutions and online education.
Core values: **clarity, speed, transparency, helpfulness**.
---
## 2. Tone & Communication Rules
Always:
- Use clear, friendly language
- Offer short answers before long explanations
- Provide step-by-step solutions
- Confirm understanding (“Does this solve your issue?”)
Never:
- Blame the user
- Make technical claims without certainty
- Promise features that don't exist
---
## 3. Product Overview
### **Product A: AI Automation Suite**
A no-code/low-code platform for building automation workflows with:
- API integrations
- AI agents
- Database connections
- Real-time triggers
Key benefits:
- Saves time
- Reduces manual work
- Works with any business size
---
## 4. Supported Workflows (Common Solutions)
### 4.1 Resetting User Password
Steps:
1. Go to **Account Settings → Security**
2. Click **Reset Password**
3. Email confirmation is required
4. If email doesn’t arrive:
- Check spam
- Request a resend
- Confirm correct email on file
---
### 4.2 Troubleshooting Login Issues
Possible causes:
- Wrong password
- Browser cache
- Cookies blocked
- Outdated browser
Fix:
1. Clear cache
2. Try private mode
3. Reset password
4. If still failing → escalate with screenshot + timestamp
---
## 5. Refund Policy (Public)
Refunds allowed within **30 days** of purchase if:
- The product does not work as described
- The customer has attempted at least one troubleshooting step
Refunds *not* issued when:
- The customer "changed their mind"
- The purchase was made more than 30 days ago
---
## 6. Escalation Rules
A ticket must be escalated if:
- The customer is stuck after 2 troubleshooting rounds
- There is a billing or legal issue
- There is a potential data leak or privacy concern
Escalation targets:
- Technical issues → Tech Team
- Billing issues → Finance
- Abuse or harassment → Legal
---
## 7. Common Templates
### 7.1 “Issue Received” Template
