Application Support will attempt to resolve first, and secondarily assess if the ticket needs to be escalated to Cloud Delivery Team, Product Team, CSD, etc.
Customer should submit a ticket in Zendesk for any platform issue, general how-to questions, etc. they encounter (so we’re able to track)
Application Support will assess if the ticket needs to be escalated to Backstop
If Partner is unable to assist, they should send a message in Partner Slack channel, OR submit a Ticket in Zendesk (so we’re able to track)
Customer should reach out to partner for any platform issue they encounter