# Operational support ### 1. Introduction Operational support is the ongoing management and maintenance of the OpenCRVS solution to ensure its continued successful operation. A well-structured support model ensures that users can resolve issues quickly, that common problems are identified and addressed, and that the system remains stable and available. This section describes a tiered support model that can be adapted to the country context, ensuring that issues are resolved at the appropriate level and escalated when necessary. *** ### 2. Support model overview A tiered support model provides clear pathways for issue resolution, from self-service options through to expert technical support. #### Benefits of a tiered support model * **Efficiency** — users can resolve simple issues themselves without waiting for support. * **Scalability** — first-line support can handle common issues, freeing expert resources for complex problems. * **Visibility** — issue tracking provides insight into common problems and training needs. * **Clear escalation** — issues are escalated to the appropriate level based on complexity. A typical support model includes four tiers, from self-service through to expert support. *** ### 3. Support tiers #### 3.1 Level 0: Self-service options Self-service options allow end-users to find answers to common questions and resolve simple issues without contacting support. **What to provide:** * **User guides and handbooks** — paper or digital guides covering common tasks and workflows. * **Online support materials** — searchable documentation and FAQs. * **Chatbots** — automated tools that answer simple questions. * **Country-specific materials** — update generic User Support Materials with details of your country configuration. **Benefits:** * Users can resolve issues immediately, any time of day. * Reduces the volume of support requests to first-line support. * Empowers users to find answers independently. #### 3.2 Level 1: First-line support First-line support provides a mechanism for users to raise issues or questions that they have not been able to resolve themselves. **What to provide:** * **Easy-to-use contact channels** — WhatsApp, email, phone, or other instant communication tools. * **Issue tracking system** — use a ticket tracking tool such as [GitHub](https://github.com/), Jira, or similar to log and track issues to resolution. * **Response and resolution targets** — define service level agreements for how quickly issues should be acknowledged and resolved. **Benefits:** * Users have a clear way to get help when they need it. * Issue tracking provides visibility into common problems and patterns. * Patterns in user issues can inform follow-up training or improvements to user support materials. **Example tools:** * GitHub Issues for tracking * Zendesk or Freshdesk for helpdesk management * WhatsApp Business for communication #### 3.3 Level 2: Technical support Technical support handles issues that cannot be resolved through first-line support, typically requiring deeper technical knowledge or configuration changes. **What to provide:** * **Management and maintenance team** — technical staff who can investigate and resolve issues that require system access or configuration changes. * **Access to production environments** — ability to review logs, check configurations, and make basic technical fixes. * **Escalation procedures** — clear criteria for when issues should be escalated to expert support. **Typical issues handled at this level:** * Configuration issues (forms, workflows, certificates). * User account management and permissions. * Performance or connectivity problems. * Data quality issues requiring investigation. #### 3.4 Level 3: Expert support Expert support provides resolution for issues that cannot be resolved by level 2 support, typically requiring fixes to the OpenCRVS Core Product or deep technical expertise. What to provide: * **Expert technical team** — core product developers or senior engineers with deep knowledge of the OpenCRVS codebase. * **Bug fixes and patches** — ability to diagnose and fix bugs in the core product. * **Upgrade management** — coordinated rollout of fixes and updates to all instances. **Typical issues handled at this level:** * Bugs in the OpenCRVS Core Product. * Security vulnerabilities. * Complex performance or scalability issues. * Core product feature requests or enhancements. *** ### 4. Escalation and issue tracking Clear escalation paths ensure that issues are resolved at the appropriate level and tracked to completion. #### 4.1 Escalation criteria Issues should be escalated when: * **Level 0 → Level 1** — the user cannot find the answer in self-service materials. * **Level 1 → Level 2** — the issue requires technical investigation or configuration changes. * **Level 2 → Level 3** — the issue requires a fix to the core product or deep technical expertise. #### 4.2 Issue tracking best practices * **Log all issues** — use a ticket tracking tool to capture all issues reported to first-line support. * **Categorize issues** — tag issues by type (training, configuration, bug, etc.) to identify patterns. * **Track resolution time** — monitor how long issues take to resolve at each tier. * **Review regularly** — hold regular reviews of open issues and common problem areas. * **Update support materials** — use insights from issue tracking to improve self-service materials and training. *** ### 5. Getting support from OpenCRVS If you require support with any level of operational support, the OpenCRVS team can provide guidance and assistance. Please reach out to [**team@opencrvs.org**](mailto:team@opencrvs.org) to discuss how we can support you with: * Setting up support structures and processes. * Training your support teams. * Providing expert-level technical support. * Addressing core product issues. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://documentation.opencrvs.org/v2.0/implementation/your-opencrvs/operational-support.md?ask= ``` The question should be specific, self-contained, and written in natural language. 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