Support
Partner Support and Escalation
Clear support lanes for setup, verification, and live pilot workflow issues.
Setup support
Use for organization creation issues, invite access problems, and dashboard routing errors.
Response target
Within one working day
Contact
support@usalama-voice.com
Verification support
Use for missing review status, evidence follow-up, or verification corrections.
Response target
Within two working days
Contact
partners@usalama-voice.com
Operational escalation
Use for blocked live workflows, stale queue intervention, and urgent governance conflicts.
Response target
Same day during pilot hours
Contact
ops@usalama-voice.com
Escalation Sequence
Step 1
Record the issue with case, organization, or invite context.
Step 2
Route routine setup issues to support and verification issues to the partner queue.
Step 3
Escalate live workflow blockers to operations on the same day.
Step 4
If a case is safety-critical, continue operational response first and document the issue immediately after.