Purpose

To ensure fast, efficient, and support-focused responses when multiple inquiries come in, we use a triage system based on three priority levels: Code Red, Code Orange, and Code Yellow. This helps all teams quickly determine what to prioritize and when.

🔴 Code Red – Critical Issues

Definition:
These are urgent, high-impact issues that directly prevent a store from operating. Immediate attention is required, as delays can result in lost revenue and shop owner frustration.
 

General Code Red

These are urgent issues that stop a store from operating and require immediate Support team intervention.
They usually involve hardware, connectivity, or local configuration problems.

Examples:

• POS and card reader not connecting
• Tablet freezing or unresponsive
• No internet connectivity
• Menu not displaying on the register

Engineering Code Red

Issues that require urgent technical or development intervention should be raised in #code-red or #support-escalations channel

Examples:

• Software bugs or broken features
• Outage affecting core system functionality

Action:
Always address Code Red issues first — drop lower-priority tasks if needed.

🟠 Code Orange – Operational, But Impaired

Definition:
These issues affect the shop’s operations but don’t completely stop them from serving customers. They require timely follow-up, but are secondary to Code Red issues.
 

Examples:

• Printer not working
• Barista or staff unable to log in
• Questions about how the menu appears or functions

Action:
Tackle Code Orange issues once all Code Red issues have been addressed.

🟡 Code Yellow – Non-Urgent / General Inquiries

Definition:
These are support questions or requests that do not immediately impact the store’s ability to operate. They’re still important but can wait until higher-priority issues are resolved.

Examples:

• Receipt or invoice requests
• Updating store contact information
• General FAQs or how-to questions

Action:
Resolve Code Yellow issues within one business day.

✅ Summary of Prioritization Flow

Code Red: Stop everything and resolve immediately.

Code Orange: Important, but secondary to Code Red.

Code Yellow: Safe to delay; respond within 1 business day.

💡 Best Practices

• Always document the issue clearly in the Support Escalation or Code Red channel.
• Communicate proactively with the partner regarding status and resolution timelines.
• Escalate as needed, especially if a Code Orange begins to impact operations more severely.

📝 Additional Guidance

If a partner reaches out outside of the Support team (e.g., via direct message, call, or an unrelated channel), please tag the Support team so a ticket can be created for documentation and proper follow-up.

If you're unsure how to handle the inquiry or if it may require technical input, feel free to escalate it by sending it to the Support Internal. This ensures the right teams are looped in and the issue is resolved efficiently.