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NebusAI Support Team Handbook

Quick Summary (for RAG)​

Internal handbook for NebusAI support team covering: ticket handling procedures, SLA targets (P1: 15min response), customer impersonation for debugging, troubleshooting guides by feature area, escalation procedures, common issues and solutions, admin tools usage, and knowledge base management. For internal NebusAI support use only.

Table of Contents​

  1. Support Overview
  2. Ticket Handling
  3. SLA Targets
  4. Troubleshooting Guides
  5. Admin Tools
  6. Escalation Procedures
  7. Common Issues
  8. Knowledge Base

Support Overview​

Support Channels​

ChannelHoursPriority
In-App Chat24/7P2-P4
Phone24/7P1-P2
Email24/7 (async)P3-P4
Emergency Line24/7P1 only

Support Tiers​

TierRoleHandles
L1Support AgentCommon issues, how-to, billing
L2Senior SupportComplex issues, configuration
L3EngineeringBugs, system issues
L4Platform TeamCritical infrastructure

Ticket Handling​

Ticket Lifecycle​

New → Assigned → In Progress → Pending Customer → Resolved → Closed

Ticket Fields​

FieldRequiredDescription
PriorityYesP1-P4
CategoryYesFeature area
TenantYesCustomer identifier
SummaryYesOne-line description
DescriptionYesFull details
Steps to ReproduceIf bugHow to recreate

Priority Definitions​

PriorityImpactExamples
P1Business downPOS not working, can't take orders
P2Major feature brokenKDS down, payments failing
P3Feature degradedReports slow, sync delayed
P4Minor issueUI glitch, how-to question

SLA Targets​

Response Time​

PriorityFirst ResponseUpdate Frequency
P115 minutesEvery 30 minutes
P21 hourEvery 2 hours
P34 hoursDaily
P424 hoursAs needed

Resolution Time​

PriorityTargetMaximum
P12 hours4 hours
P28 hours24 hours
P348 hours72 hours
P45 days10 days

Troubleshooting Guides​

POS Issues​

Orders not sending to kitchen:

  1. Check network connectivity
  2. Verify KDS is online (Admin > Devices)
  3. Check order status in Commerce service
  4. Force sync from device settings
  5. If persists → Escalate to L2

Payment terminal not connecting:

  1. Check terminal power and network
  2. Verify terminal registered (Settings > Terminals)
  3. Re-pair terminal from POS
  4. Check Stripe dashboard for terminal status
  5. If persists → Escalate to L2

Items missing from menu:

  1. Check item availability in Menu Management
  2. Verify daypart scheduling
  3. Check location-specific settings
  4. Force menu refresh on device
  5. If persists → Escalate to L2

Online Ordering Issues​

Customer can't complete checkout:

  1. Check payment processor status
  2. Verify restaurant is accepting online orders
  3. Check for menu item availability
  4. Review customer's order for issues
  5. If persists → Impersonate and test

Orders not appearing in POS:

  1. Check integration status
  2. Verify WebSocket connection
  3. Force refresh order queue
  4. Check order in Commerce service
  5. If persists → Escalate to L2

KDS Issues​

Tickets not appearing:

  1. Check KDS network connection
  2. Verify station assignment
  3. Check routing rules
  4. Force sync from KDS settings
  5. If persists → Escalate to L2

Timing incorrect:

  1. Check device time/timezone
  2. Verify timer settings
  3. Check for network latency
  4. If persists → Escalate to L2

Reporting Issues​

Reports showing wrong data:

  1. Verify date range selected
  2. Check timezone settings
  3. Force report regeneration
  4. Compare with transaction log
  5. If discrepancy → Escalate to L2

Reports not loading:

  1. Check network connectivity
  2. Try different date range
  3. Clear browser cache
  4. Try different browser
  5. If persists → Escalate to L2

Admin Tools​

Customer Impersonation​

When to Use:

  • Debugging customer-reported issues
  • Verifying configuration
  • Testing fixes

How to Impersonate:

  1. Go to Admin Portal (admin.olympuscloud.ai)
  2. Search for tenant/user
  3. Click Impersonate
  4. Enter reason (required for audit)
  5. You now see what customer sees
  6. Click End Impersonation when done

Rules:

  • Always log reason
  • Never share credentials
  • End session promptly
  • Never make changes without permission

Tenant Management​

View Tenant Details:

  • Admin > Tenants > Search
  • See: locations, users, subscription, feature flags

Common Actions:

ActionWhen
Reset user passwordUser locked out
Enable feature flagTesting new feature
Adjust subscriptionBilling change
View audit logInvestigating issue

Device Management​

View Devices:

  • Admin > Devices
  • See all registered devices, status, last seen

Actions:

ActionWhen
Force syncData not updating
DeregisterDevice being replaced
View logsDebugging issues

Escalation Procedures​

When to Escalate​

Escalate to L2 if:

  • Issue persists after standard troubleshooting
  • Multiple customers affected
  • Requires configuration change
  • Complex technical investigation needed

Escalate to L3 (Engineering) if:

  • Confirmed bug
  • System error in logs
  • Data integrity issue
  • Security concern

Escalate to L4 (Platform) if:

  • Infrastructure outage
  • Multiple tenants affected
  • Database issue
  • Security incident

How to Escalate​

  1. Document all troubleshooting done
  2. Collect: logs, screenshots, steps to reproduce
  3. Create escalation ticket with:
    • Original ticket link
    • Customer impact
    • Troubleshooting completed
    • Proposed next steps
  4. Notify receiving team via Slack
  5. Update customer on escalation

Escalation Contacts​

TeamSlack ChannelOn-Call
L2 Support#support-l2Via PagerDuty
Engineering#eng-supportVia PagerDuty
Platform#platform-oncallVia PagerDuty

Common Issues​

Issue: "I can't log in"​

Questions to Ask:

  1. What error message?
  2. Correct email/username?
  3. Recent password change?
  4. Trying mobile or web?

Solutions:

ErrorSolution
"Invalid credentials"Reset password
"Account locked"Unlock in Admin
"Session expired"Clear cache, re-login
MFA issueReset MFA

Issue: "Reports don't match"​

Common Causes:

  1. Different timezones
  2. Different date ranges
  3. Filters applied differently
  4. Pending transactions

Resolution:

  1. Verify both reports use same parameters
  2. Check timezone settings
  3. Look for pending/voided transactions
  4. If still mismatch → Escalate with examples

Issue: "Device offline"​

Troubleshooting:

  1. Check physical network connection
  2. Verify WiFi/Ethernet settings
  3. Test internet access
  4. Check device status in Admin
  5. Restart device
  6. If persists → Check with customer IT

Issue: "Integration not syncing"​

For Delivery Platforms:

  1. Check integration status in Admin
  2. Verify OAuth token not expired
  3. Check platform dashboard for errors
  4. Force re-sync
  5. If persists → Re-authenticate

For Accounting:

  1. Check connection status
  2. Verify account mapping
  3. Check for rejected transactions
  4. Review sync logs

Knowledge Base​

Accessing KB​

  • Internal: kb.nebusai.com
  • Customer-facing: help.restaurantrevolution.ai

Creating KB Articles​

When you solve a new issue:

  1. Check if article exists
  2. If not, create new article
  3. Follow template:
    • Problem description
    • Steps to resolve
    • Screenshots if helpful
    • Related articles
  4. Tag appropriately
  5. Submit for review

KB Categories​

CategoryContent
Getting StartedOnboarding, setup
POSOrder, payment, table
KDSKitchen display
Online OrderingCustomer ordering
ReportingReports, analytics
IntegrationsThird-party connections
TroubleshootingCommon issues
BillingSubscription, invoices

Quick Reference​

Support Shortcuts​

ShortcutAction
Ctrl+IImpersonate user
Ctrl+LView logs
Ctrl+TOpen ticket
Ctrl+KSearch KB

Key URLs​

ToolURL
Admin Portaladmin.olympuscloud.ai
Support Dashboardsupport.nebusai.com
Knowledge Basekb.nebusai.com
Status Pagestatus.olympuscloud.ai

Emergency Contacts​

INTERNAL - NebusAI Support Team Only