# 1. Priority Support Channels — Test Cases

User Type: **Training Institute**
Source: *Mi Digital Academy - Education CRM Features Document*
Spec: priority_support_channels.md — every feature, sub-feature, and rule covered

## Test Execution Policy

- Zero tolerance: any deviation from the documented behavior is a defect.
- Every failed test is logged with a Bug ID, the feature, the sub-feature, the expected vs actual result, and the severity; 100% of bugs are fixed before the group passes.
- 100% pass rate is required for the group to be marked complete.

## Coverage Matrix

| Feature | Sub-feature / Rule | Test IDs |
|---------|--------------------|----------|
| 1.1 | Priority support tier view | TC-TI-9-01-001 |
| 1.1 | Tier benefits shown | TC-TI-9-01-002 |
| 1.1 | Faster response included | TC-TI-9-01-003 |
| 1.1 | Priority queue included | TC-TI-9-01-004 |
| 1.1 | Escalation path shown | TC-TI-9-01-005 |
| 1.1 | Tier tied to plan | TC-TI-9-01-006 |
| 1.1 | Tier available on web and mobile | TC-TI-9-01-007 |
| 1.1 | Tier event logging (viewed) | TC-TI-9-01-008 |
| 1.1 | Audit logging of the priority support tier | TC-TI-9-01-009 |
| 1.1 | Rule: The tier is tied to the Institute's plan. | TC-TI-9-01-001 |
| 1.1 | Rule: A plan change updates the tier. | TC-TI-9-01-002 |
| 1.1 | Rule: Tier events (viewed) are logged with the account and the timestamp. | TC-TI-9-01-003 |
| 1.1 | Rule: The priority support tier is audit-logged with the account and the timestamp. | TC-TI-9-01-004 |
| 1.2 | Support ticket submission | TC-TI-9-01-010 |
| 1.2 | Issue description | TC-TI-9-01-011 |
| 1.2 | Category and priority | TC-TI-9-01-012 |
| 1.2 | Attach context | TC-TI-9-01-013 |
| 1.2 | Ticket queued | TC-TI-9-01-014 |
| 1.2 | Ticket ID and status shown | TC-TI-9-01-015 |
| 1.2 | Submission available on web and mobile | TC-TI-9-01-016 |
| 1.2 | Submission event logging (submitted) | TC-TI-9-01-017 |
| 1.2 | Audit logging of the support ticket submission | TC-TI-9-01-018 |
| 1.2 | Rule: A ticket requires a description and category. | TC-TI-9-01-010 |
| 1.2 | Rule: The priority is validated against the tier. | TC-TI-9-01-011 |
| 1.2 | Rule: Submission events (submitted) are logged with the account and the timestamp. | TC-TI-9-01-012 |
| 1.2 | Rule: The support ticket submission is audit-logged with the account and the timestamp. | TC-TI-9-01-013 |
| 1.3 | Dedicated support line | TC-TI-9-01-019 |
| 1.3 | Direct contact shown | TC-TI-9-01-020 |
| 1.3 | Availability hours shown | TC-TI-9-01-021 |
| 1.3 | Start a live session | TC-TI-9-01-022 |
| 1.3 | Session transcript saved | TC-TI-9-01-023 |
| 1.3 | Specialist assigned | TC-TI-9-01-024 |
| 1.3 | Line available on web and mobile | TC-TI-9-01-025 |
| 1.3 | Line event logging (session started) | TC-TI-9-01-026 |
| 1.3 | Audit logging of the dedicated support line | TC-TI-9-01-027 |
| 1.3 | Rule: A session outside availability is queued. | TC-TI-9-01-019 |
| 1.3 | Rule: The transcript is saved to the support history. | TC-TI-9-01-020 |
| 1.3 | Rule: Line events (session started) are logged with the account and the timestamp. | TC-TI-9-01-021 |
| 1.3 | Rule: The dedicated support line is audit-logged with the account and the timestamp. | TC-TI-9-01-022 |

## 1.1 Priority Support Tier

### TC-TI-9-01-001 — Priority support tier view
**Type:** Positive
**Covers:** 1.1 → Priority support tier view; Rule: The tier is tied to the Institute's plan.
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Priority support tier view.
2. Observe the result and verify the full behavior: Priority support tier view.
**Expected Result:** Priority support tier view — delivered exactly as documented.
**Priority:** Critical

### TC-TI-9-01-002 — Tier benefits shown
**Type:** Positive
**Covers:** 1.1 → Tier benefits shown; Rule: A plan change updates the tier.
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Tier benefits shown.
2. Observe the result and verify the full behavior: Tier benefits shown.
**Expected Result:** Tier benefits shown — delivered exactly as documented.
**Priority:** High

### TC-TI-9-01-003 — Faster response included
**Type:** Positive
**Covers:** 1.1 → Faster response included; Rule: Tier events (viewed) are logged with the account and the timestamp.
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Faster response included.
2. Observe the result and verify the full behavior: Faster response included.
**Expected Result:** Faster response included — delivered exactly as documented.
**Priority:** High

### TC-TI-9-01-004 — Priority queue included
**Type:** Positive
**Covers:** 1.1 → Priority queue included; Rule: The priority support tier is audit-logged with the account and the timestamp.
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Priority queue included.
2. Observe the result and verify the full behavior: Priority queue included.
**Expected Result:** Priority queue included — delivered exactly as documented.
**Priority:** High

### TC-TI-9-01-005 — Escalation path shown
**Type:** Positive
**Covers:** 1.1 → Escalation path shown
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Escalation path shown.
2. Observe the result and verify the full behavior: Escalation path shown.
**Expected Result:** Escalation path shown — delivered exactly as documented.
**Priority:** High

### TC-TI-9-01-006 — Tier tied to plan
**Type:** Positive
**Covers:** 1.1 → Tier tied to plan
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Tier tied to plan.
2. Observe the result and verify the full behavior: Tier tied to plan.
**Expected Result:** Tier tied to plan — delivered exactly as documented.
**Priority:** High

### TC-TI-9-01-007 — Tier available on web and mobile
**Type:** Positive
**Covers:** 1.1 → Tier available on web and mobile
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Tier available on web and mobile.
2. Observe the result and verify the full behavior: Tier available on web and mobile.
**Expected Result:** Tier available on web and mobile — delivered exactly as documented.
**Priority:** High

### TC-TI-9-01-008 — Tier event logging (viewed)
**Type:** Positive
**Covers:** 1.1 → Tier event logging (viewed)
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Tier event logging (viewed).
2. Observe the result and verify the full behavior: Tier event logging (viewed).
**Expected Result:** Tier event logging (viewed) — delivered exactly as documented.
**Priority:** High

### TC-TI-9-01-009 — Audit logging of the priority support tier
**Type:** Positive
**Covers:** 1.1 → Audit logging of the priority support tier
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, perform the priority support tier action.
2. Open the audit log and verify the entry for the action.
**Expected Result:** The priority support tier action is recorded in the audit log with the account and the timestamp.
**Priority:** Critical


## 1.2 Support Ticket Submission

### TC-TI-9-01-010 — Support ticket submission
**Type:** Positive
**Covers:** 1.2 → Support ticket submission; Rule: A ticket requires a description and category.
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Support ticket submission.
2. Observe the result and verify the full behavior: Support ticket submission.
**Expected Result:** Support ticket submission — delivered exactly as documented.
**Priority:** Critical

### TC-TI-9-01-011 — Issue description
**Type:** Positive
**Covers:** 1.2 → Issue description; Rule: The priority is validated against the tier.
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Issue description.
2. Observe the result and verify the full behavior: Issue description.
**Expected Result:** Issue description — delivered exactly as documented.
**Priority:** High

### TC-TI-9-01-012 — Category and priority
**Type:** Positive
**Covers:** 1.2 → Category and priority; Rule: Submission events (submitted) are logged with the account and the timestamp.
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Category and priority.
2. Observe the result and verify the full behavior: Category and priority.
**Expected Result:** Category and priority — delivered exactly as documented.
**Priority:** High

### TC-TI-9-01-013 — Attach context
**Type:** Positive
**Covers:** 1.2 → Attach context; Rule: The support ticket submission is audit-logged with the account and the timestamp.
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Attach context.
2. Observe the result and verify the full behavior: Attach context.
**Expected Result:** Attach context — delivered exactly as documented.
**Priority:** High

### TC-TI-9-01-014 — Ticket queued
**Type:** Positive
**Covers:** 1.2 → Ticket queued
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Ticket queued.
2. Observe the result and verify the full behavior: Ticket queued.
**Expected Result:** Ticket queued — delivered exactly as documented.
**Priority:** High

### TC-TI-9-01-015 — Ticket ID and status shown
**Type:** Positive
**Covers:** 1.2 → Ticket ID and status shown
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Ticket ID and status shown.
2. Observe the result and verify the full behavior: Ticket ID and status shown.
**Expected Result:** Ticket ID and status shown — delivered exactly as documented.
**Priority:** High

### TC-TI-9-01-016 — Submission available on web and mobile
**Type:** Positive
**Covers:** 1.2 → Submission available on web and mobile
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Submission available on web and mobile.
2. Observe the result and verify the full behavior: Submission available on web and mobile.
**Expected Result:** Submission available on web and mobile — delivered exactly as documented.
**Priority:** High

### TC-TI-9-01-017 — Submission event logging (submitted)
**Type:** Positive
**Covers:** 1.2 → Submission event logging (submitted)
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Submission event logging (submitted).
2. Observe the result and verify the full behavior: Submission event logging (submitted).
**Expected Result:** Submission event logging (submitted) — delivered exactly as documented.
**Priority:** High

### TC-TI-9-01-018 — Audit logging of the support ticket submission
**Type:** Positive
**Covers:** 1.2 → Audit logging of the support ticket submission
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, perform the support ticket submission action.
2. Open the audit log and verify the entry for the action.
**Expected Result:** The support ticket submission action is recorded in the audit log with the account and the timestamp.
**Priority:** Critical


## 1.3 Dedicated Support Line

### TC-TI-9-01-019 — Dedicated support line
**Type:** Positive
**Covers:** 1.3 → Dedicated support line; Rule: A session outside availability is queued.
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Dedicated support line.
2. Observe the result and verify the full behavior: Dedicated support line.
**Expected Result:** Dedicated support line — delivered exactly as documented.
**Priority:** Critical

### TC-TI-9-01-020 — Direct contact shown
**Type:** Positive
**Covers:** 1.3 → Direct contact shown; Rule: The transcript is saved to the support history.
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Direct contact shown.
2. Observe the result and verify the full behavior: Direct contact shown.
**Expected Result:** Direct contact shown — delivered exactly as documented.
**Priority:** High

### TC-TI-9-01-021 — Availability hours shown
**Type:** Positive
**Covers:** 1.3 → Availability hours shown; Rule: Line events (session started) are logged with the account and the timestamp.
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Availability hours shown.
2. Observe the result and verify the full behavior: Availability hours shown.
**Expected Result:** Availability hours shown — delivered exactly as documented.
**Priority:** High

### TC-TI-9-01-022 — Start a live session
**Type:** Positive
**Covers:** 1.3 → Start a live session; Rule: The dedicated support line is audit-logged with the account and the timestamp.
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Start a live session.
2. Observe the result and verify the full behavior: Start a live session.
**Expected Result:** Start a live session — delivered exactly as documented.
**Priority:** High

### TC-TI-9-01-023 — Session transcript saved
**Type:** Positive
**Covers:** 1.3 → Session transcript saved
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Session transcript saved.
2. Observe the result and verify the full behavior: Session transcript saved.
**Expected Result:** Session transcript saved — delivered exactly as documented.
**Priority:** High

### TC-TI-9-01-024 — Specialist assigned
**Type:** Positive
**Covers:** 1.3 → Specialist assigned
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Specialist assigned.
2. Observe the result and verify the full behavior: Specialist assigned.
**Expected Result:** Specialist assigned — delivered exactly as documented.
**Priority:** High

### TC-TI-9-01-025 — Line available on web and mobile
**Type:** Positive
**Covers:** 1.3 → Line available on web and mobile
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Line available on web and mobile.
2. Observe the result and verify the full behavior: Line available on web and mobile.
**Expected Result:** Line available on web and mobile — delivered exactly as documented.
**Priority:** High

### TC-TI-9-01-026 — Line event logging (session started)
**Type:** Positive
**Covers:** 1.3 → Line event logging (session started)
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Line event logging (session started).
2. Observe the result and verify the full behavior: Line event logging (session started).
**Expected Result:** Line event logging (session started) — delivered exactly as documented.
**Priority:** High

### TC-TI-9-01-027 — Audit logging of the dedicated support line
**Type:** Positive
**Covers:** 1.3 → Audit logging of the dedicated support line
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, perform the dedicated support line action.
2. Open the audit log and verify the entry for the action.
**Expected Result:** The dedicated support line action is recorded in the audit log with the account and the timestamp.
**Priority:** Critical