Purpose

This SOP defines the standardized process for providing support for Opensource plugins, ensuring timely and effective resolution of client issues while maintaining adherence to defined Service Level Agreements (SLA).

Scope

This applies to all support requests related to WordPress plugins submitted by clients through the following channels:

This SOP covers issue categorization, ticket handling, SLA adherence, escalation, and reporting.

Responsibilities

  • Support Engineer (Level 1 – Web Developers)
    • These are straightforward issues that can be resolved using standard procedures or FAQs.
    • General Queries:
      • How to install the plugin.
      • Steps to activate the plugin license.
      • Basic configuration guidance.
    • Troubleshooting Common Errors:
      • Plugin not appearing in the WordPress dashboard.
      • Error messages during plugin activation (e.g., “Fatal error: memory exhausted”).
      • Issues with plugin updates or version conflicts.
    • Usage Support:
      • Understanding specific plugin settings.
      • Assistance with enabling/disabling specific features.
      • How to connect the plugin with other integrations (if supported).
    • Compatibility Questions:
      • Is the plugin compatible with WordPress version X?
      • Does the plugin work with other popular themes like Astra or Divi?
    • Documentation and Resources:
      • Providing links to user manuals, guides, or FAQs.
      • Redirecting users to self-service resources.
  • Senior Support Engineer (Level 2 – Sr. Developers OR TL)
    • These involve more detailed troubleshooting or minor customizations that require access to logs or more technical understanding.
    • Advanced Troubleshooting:
      • Debugging plugin conflicts with specific themes or third-party plugins.
      • Analyzing logs to identify and resolve errors.
      • Fixing issues related to shortcodes or custom widgets.
    • Configuration Issues:
      • Resolving issues with API integrations or external services.
      • Advanced setup of plugin features (e.g., multi-language support).
      • Troubleshooting performance issues (e.g., slow loading times caused by the plugin).
    • Custom User Scenarios:
      • Assistance with basic CSS tweaks for styling elements.
      • Helping with non-standard use cases within the scope of the plugin.
    • Error Code Resolution:
      • Handling errors such as HTTP 500 caused by plugin-related issues.
      • Addressing database connection errors linked to the plugin.
    • Data Migration and Import/Export:
      • Supporting users in importing/exporting plugin-related data.
      • Assisting with data migration between plugin versions.
  • Product Manager (Level 3 – Project Leader & Project Manager)
    • These are complex issues that often require in-depth technical knowledge, escalation, or changes to the plugin’s codebase.
    • Critical Bug Fixes:
      • Plugin functionality is breaking entirely (e.g., the payment gateway is failing to process transactions).
      • Major compatibility issues with WordPress core updates.
      • Data corruption or loss caused by the plugin.
    • Custom Development Requests:
      • Implementing feature requests specific to a user’s environment.
      • Extensive customization of the plugin’s behavior beyond default settings.
    • Performance Optimization:
      • Resolving high CPU usage or memory leaks attributed to the plugin.
      • Debugging server-level conflicts caused by the plugin.
    • Security Vulnerabilities:
      • Addressing security issues reported by users (e.g., XSS or SQL injection vulnerabilities).
      • Providing patches or updates to resolve critical vulnerabilities.
    • Escalations to Developers:
      • Handling issues requiring changes in the plugin’s core code.
      • Debugging and resolving compatibility issues with custom-built environments.
    • Integration Challenges:
      • Resolving conflicts with APIs of third-party tools or platforms.
      • Debugging issues with webhook failures or asynchronous tasks.

Operational Hours

  • Standard Support: Monday to Friday, 11:00 AM to 8:30 PM (IST).
  • Priority Support: Available 6:00 AM to 12:00 PM IST for critical issues only.

Procedure

-Step 1: Ticket Submission

Clients can submit support requests via

  • Zoho Support System: Ensure all mandatory fields are completed.
  • Email (support@zealousweb.com): Emails auto-create tickets in Zoho Support.
  • Website Contact Form: Submissions integrate with Zoho Support to create tickets.
  • Phone: Support staff manually create tickets in Zoho Support for critical issues.
  • WordPress.org Plugin Comments: Monitor .org plugin forums and create tickets for issues requiring detailed investigation.

-Step 2: Ticket Categorization

  • Categorize tickets based on priority level:
    • Critical: Plugin causing a site crash or major functionality errors.
    • High: Significant bugs affecting key functionality.
    • Medium: Minor bugs or performance issues.
    • Low: General queries or feature requests.

Assign to the relevant support engineer or team.

-Step 3: SLA Adherence

  • Ensure tickets meet the following SLA guidelines:
Priority Response Time Resolution Time
Critical 1.5 Hour 4-8 Hours
High 4 Hours 12-24 Hours
Medium 8 Hours 48 Hours
Low 24 Hours 72 Hours

-Step 4: Ticket Resolution

  1. Analyze the Issue:
    1. Reproduce the issue in a staging environment.
    2. Check documentation for known solutions.
  2. Resolve or Escalate:
    1. If unresolved, escalate to the next level per the escalation matrix.

-Step 5: Escalation Process

Level 1: The assigned support engineer handles the issue.

Level 2: Senior engineers address escalated issues.

Level 3: The product manager intervenes for unresolved critical issues or repeated problems.

-Step 6: Ticket Closure

  • Verify resolution with the client.
  • Document the solution for future reference.
  • Close the ticket in Zoho Support.
  • Initiated the Issue ticket on git for a solution in the next version

SLA Monitoring

  • Automated SLA Alerts: Use Zoho SLA rules to notify engineers of impending deadlines.
  • Monthly SLA Review: Analyze SLA adherence and adjust workflows as needed.

Reporting

  1. Weekly Reports: Summary of open, resolved and escalated tickets.
  2. Monthly Reports: Detailed metrics, including SLA compliance, ticket resolution time, and common issues.

Exceptions

The following scenarios are outside the SLA scope:

  • Issues caused by third-party conflicts.
  • Customizations or integrations outside standard support.

Continuous Improvement

  • Collect client feedback post-resolution.
  • Update the knowledge base with solutions to common issues.
  • Conduct quarterly reviews of the support process to enhance efficiency.

Documentation Standards

  • Ensure all tickets include:
    • Detailed description of the issue.
    • Steps to reproduce (if applicable).
    • Resolution details or reason for escalation.

Tools

Primary Tool: Zoho Support for ticket management and SLA monitoring.

Additional Tools:

  • Staging Environment
  • Debugging Tools (e.g., Query Monitor, WP-CLI)

12. Revision History on Store/GitRepo

Version Date Changes Made
1.0 [Insert Date] Initial SOP Document
1.1 [Insert Date] Expanded scope for ticket sources

This SOP incorporates all submission channels for Opensource plugin support, ensuring a consistent, efficient, and reliable approach to managing and resolving client issues.