Support Process Flow

Issue Reported

Customers can reach Bite Support through one of the following:

• Email: [e-mail]
• Phone: 877-900-BITE (2483)
• Web Form or Zendesk Help Center: getbite.zendesk.com

 

Ticket Creation, Triage, & Assignment

A Zendesk ticket is generated automatically regardless of entry point.

• Team member confirms receipt to the customer within 5 minutes.
• Ticket is reviewed by Tier 1 Support within SLA timeframes.
• Priority level is assigned (P1–P4 based on severity, see Bite Support Policy Overview for priority definitions).
• Missing info is requested if needed (brand, location, error details, screenshots, etc.).
• Ticket is assigned to appropriate Support agent.

 

ZenDesk Access

We will create an Organization for your brand in our ZenDesk

• We can add access to all tickets in your organization to any users you need.
• We can create and send out a monthly dashboard with all ticket metrics for prior 30 days

 

Troubleshooting & Resolution

Tier 1

• First point of contact for customer issues
• Basic troubleshooting & guidance
• Document and follow up on tickets
• Build basic sites and menus - Implementation
• Coordinate kiosk installs and design tickets
• Provide client updates during onboarding
• Escalate complex issues as needed

Tier 2

• Handle advanced support and configuration
• Investigate and resolve escalated issues
• Mentor Tier 1 team members
• Maintain knowledge base documentation
• Manage app/software updates
• Complete complex site/menu builds - Implementation

Tier 3 - Engineering

• Architect solutions for escalated system issues
• Build and deploy new platform features
• Optimize performance across services and integrations
• Triage and resolve critical bugs with precision
• Collaborate cross-functionally with Product, Design, and Support
• Maintain platform stability through proactive monitoring

 

Escalation Path

Manager of Support - Christopher Stutler: [e-mail]

Account Manager - [e-mail]

SVP Customer Experience - Lea Ann Roberts: [e-mail]

 

SLA Targets

• Priority is based on urgency + business impact
• Support handles all customer communication and triage
• These targets help us stay focused, transparent, and accountable

Priority	First Response	Target Resolution
P1 – Down or data risk	15 mins	3 hours
P2 – Critical operations	1 hour	36 hours
P3 – Workaround available	2 hours	Up to 4 weeks
P4 – Low impact/minor	2 hours	Up to 8 weeks

 

Customer Updates & Follow-Up

• Updates are shared as troubleshooting progresses.
• Once resolved, Support verifies the reported issue is no longer occurring, informs ticket requester of resolution, & ticket is marked as “Solved.”
• We do follow up with a customer satisfaction survey, if you have any feedback we would value it!

 

RCA & Postmortem (if applicable)

For widespread or Priority 1/2 issues, a Root Cause Analysis (RCA) is created.

• RCA may be requested and sent to stakeholders within 10 business days (upon approval).