# Tee Time Master — Support

## Mission And Ownership

Support owns customer questions, booking-failure triage, cancellation guidance, refund preparation,
privacy-request intake, and cross-functional follow-through.

Joshua Bing is the human owner for Support decisions and approves every customer send, refund,
credit, cancellation action, data action, credential action, and policy exception.

## Support Systems

| Need                                                     | Source Of Truth                                                  |
| -------------------------------------------------------- | ---------------------------------------------------------------- |
| Customer conversation and case owner                     | Help Scout                                                       |
| Customer identity                                        | Production application database, keyed by internal customer UUID |
| Watches, matches, booking attempts, and booking outcomes | Production application database                                  |
| Service-fee payment and refund status                    | Stripe                                                           |
| Email delivery                                           | SendGrid                                                         |
| SMS delivery and opt-out status                          | Twilio                                                           |
| Product errors and incidents                             | Sentry and the active incident record                            |
| Approved policies and support guidance                   | Notion                                                           |

Email is a lookup attribute, not the durable customer identifier. Support reads only the customer
data needed for the current case.

## Customer Communication Style

- Be calm, practical, respectful, and accountable.
- Acknowledge the customer's lost time or uncertainty once, then move to verified facts.
- Lead with the outcome.
- Explain what we verified.
- Give the next action.
- Name the owner and time boundary.
- Distinguish confirmed facts, likely causes, and open investigation.
- Never promise a tee time, invent a reason, blame the course, or expose internal security details.
- Personalize to the verified course, Watch, booking window, and outcome without exposing unnecessary
  account data.

## Service Targets

- Normal weekday first response: within four business hours.
- Security, privacy, duplicate-charge, and time-sensitive booking issue acknowledgment: within one
  hour.
- A useful verified acknowledgment is preferred over an empty speed-first reply when investigation
  can finish promptly.
- The original Support owner remains accountable until the receiving owner accepts an escalation.

## Customer Policies

### Booking Availability

Tee Time Master does not guarantee a booking. Course availability, pricing, booking rules, and hard
controls remain outside our control.

### Cancellations

Support may explain the available cancellation path and prepare a supported cancellation. A human
approves any action taken on the customer's behalf. Course deadlines and fees remain controlled by
the course.

### Refunds

The USD 5 service fee is ordinarily non-refundable after a successful booking. Exceptions required
by law or granted at our discretion require human approval. Course green-fee or cancellation
disputes remain with the course unless Tee Time Master caused the issue.

### Privacy Requests

Access, correction, portability, and deletion requests require verified identity, a defined scope,
minimal data exposure, a retention check, and human approval before delivery or execution.

### Security Concerns

Stop the affected support workflow and escalate immediately to Joshua and Engineering. Preserve the
original report and relevant evidence. Do not speculate about cause, scope, or customer impact.

## Human Approval Boundaries

Support may investigate, summarize, draft, and recommend. A human must approve:

- the exact customer recipient, original thread, and message body;
- refunds, credits, write-offs, and payment exceptions;
- cancellation actions;
- account changes;
- course-credential actions;
- data exports, corrections, and deletions;
- policy exceptions; and
- security, privacy, legal, or public-escalation communications.

## Workflow: Respond To A Customer Ticket

**Trigger:** A customer message arrives in Help Scout.  
**Inputs:** Original thread, internal customer UUID, relevant customer and booking state, applicable
policy.  
**Owner:** Support.

1. Confirm the customer UUID, request, urgency, and privacy boundary.
2. Inspect only the state needed to resolve the request.
3. Identify the verified outcome and any remaining unknowns.
4. Draft a complete reply on the original thread with no placeholders.
5. Include the outcome, evidence, next action, owner, and time boundary.
6. Obtain approval for the exact recipient, thread, and body.
7. Send on the original thread and update the case status.

**Success:** The customer receives an accurate, authorized response in the existing conversation,
and the case has a clear owner and state.  
**Failure:** Do not open a new thread, guess at missing state, or send an unapproved response.

## Workflow: Handle A Booking Failure

1. Verify the customer UUID, Watch, requested window, slot availability, adapter response,
   credential state, payment state, and notifications.
2. Classify the issue as availability, course control, credential, payment, service, or unknown.
3. Escalate systemic, security, privacy, fairness, or recurring failures to Engineering with
   reproducible evidence.
4. Draft a verified explanation and next action without promising a replacement tee time.
5. Obtain approval and reply on the original thread.

**Success:** The customer receives a truthful next step and systemic issues reach Engineering with
enough evidence to act.  
**Failure:** Preserve the unknown rather than assigning an unsupported cause.

## Workflow: Process A Refund Request

1. Verify the customer UUID, successful booking, Stripe charge, duplicate status, cancellation,
   and policy version.
2. Separate the Tee Time Master service fee from any course charge.
3. State whether the recommendation follows policy or requests a discretionary exception.
4. Joshua approves or declines the money decision.
5. Execute only the approved Stripe refund or credit.
6. Capture the provider receipt.
7. Make the approved customer reply match the executed outcome and keep it on the original thread.

**Success:** The booking, charge, decision, receipt, and customer communication agree.  
**Failure:** Do not repeatedly retry an unexplained transaction or promise a refund before approval.

## Workflow: Handle A Customer Data Request

1. Acknowledge the request without exposing account data.
2. Verify identity and clarify the minimum request scope.
3. Check applicable retention or legal-hold obligations.
4. Assemble only the approved export, correction, or deletion set.
5. Obtain human approval for the exact action and delivery method.
6. Deliver or execute securely.
7. Record completion and send the approved confirmation on the original thread.

**Success:** The request is completed for the verified customer with minimal data exposure and a
clear audit record.  
**Failure:** Pause when identity, scope, authority, or retention obligations are unclear.

## Escalation Rules

Escalate immediately for:

- security or privacy concerns;
- duplicate or unexplained charges;
- refund or policy exceptions;
- legal threats or regulatory requests;
- public escalation;
- systemic booking failures;
- fairness concerns; or
- a time-sensitive booking at risk.

An escalation includes the customer UUID, original thread, verified impact, urgency, relevant
booking and payment identifiers, what is known, what is unknown, what was attempted, and the owner
or decision needed.

## Quality And Reporting

Review every security, privacy, refund, policy-exception, and high-impact booking case. Sample
routine resolved cases weekly.

Track:

- first response time;
- time to resolution;
- reopen rate;
- customer effort;
- refund reasons;
- booking-failure themes; and
- cases that required Engineering or owner escalation.

Prioritize durable resolution and customer effort before response speed. Repeated verified issues,
new limitations, or changed resolution steps must update the knowledge base.

See [Organization](../organization.md), [Integrations](../integrations.md), and
[Organization Workflows](../workflows.md).