# 1. Priority Support Channels

User Type: **Training Institute**
Source: *Mi Digital Academy - Education CRM Features Document*

---

## 1. Priority Support Channels

### 1.1 Priority Support Tier
**What it does:** Gives the Training Institute access to the priority support tier: the Institute sees its support tier, the benefits included (faster response, priority queue), and the escalation path. The tier is tied to the Institute's plan. This ensures the Institute gets support matching its commitment.

**Sub-features:**
- Priority support tier view
- Tier benefits shown
- Faster response included
- Priority queue included
- Escalation path shown
- Tier tied to plan
- Tier available on web and mobile
- Tier event logging (viewed)
- Audit logging of the priority support tier

**Training Institute User Journey:**
1. Training Institute opens the priority support tier.
2. The priority support tier view is shown.
3. The tier benefits are shown.
4. The faster response is shown.
5. The priority queue is shown.
6. The escalation path is shown.
7. Training Institute opens Profile → "Activity" and confirms the tier events are recorded.

**Rules & Edge Cases:**
- The tier is tied to the Institute's plan.
- A plan change updates the tier.
- Tier events (viewed) are logged with the account and the timestamp.
- The priority support tier is audit-logged with the account and the timestamp.

### 1.2 Support Ticket Submission
**What it does:** Lets the Training Institute submit a support ticket: the Institute describes the issue, sets the category and priority, attaches context, and submits. The ticket is queued and the Institute sees the ticket ID and status. This is the primary support channel.

**Sub-features:**
- Support ticket submission
- Issue description
- Category and priority
- Attach context
- Ticket queued
- Ticket ID and status shown
- Submission available on web and mobile
- Submission event logging (submitted)
- Audit logging of the support ticket submission

**Training Institute User Journey:**
1. Training Institute opens the support ticket submission.
2. Training Institute describes the issue.
3. Training Institute sets the category and priority.
4. Training Institute attaches context.
5. The ticket is queued.
6. The ticket ID and status are shown.
7. Training Institute opens Profile → "Activity" and confirms the submission events are recorded.

**Rules & Edge Cases:**
- A ticket requires a description and category.
- The priority is validated against the tier.
- Submission events (submitted) are logged with the account and the timestamp.
- The support ticket submission is audit-logged with the account and the timestamp.

### 1.3 Dedicated Support Line
**What it does:** Provides the Training Institute with a dedicated support line: the Institute sees the direct contact (phone or chat) for its tier, the availability hours, and the option to start a live session. The Institute can reach a specialist directly. This gives the Institute a fast, personal channel.

**Sub-features:**
- Dedicated support line
- Direct contact shown
- Availability hours shown
- Start a live session
- Session transcript saved
- Specialist assigned
- Line available on web and mobile
- Line event logging (session started)
- Audit logging of the dedicated support line

**Training Institute User Journey:**
1. Training Institute opens the dedicated support line.
2. The dedicated support line is shown.
3. The direct contact is shown.
4. The availability hours are shown.
5. Training Institute starts a live session.
6. The session transcript is saved.
7. Training Institute opens Profile → "Activity" and confirms the line events are recorded.

**Rules & Edge Cases:**
- A session outside availability is queued.
- The transcript is saved to the support history.
- Line events (session started) are logged with the account and the timestamp.
- The dedicated support line is audit-logged with the account and the timestamp.