support: Introduce company wide rotation system

src/handbook/development/support/triage.md

@@ -6,52 +6,175 @@ navTitle: Triage Duty
 
 ## Overview
 
-Support triage duty is a first-line monitoring role to ensure incoming support requests are promptly categorized and routed to the right person. The goal is not to solve every issue yourself, but to make sure nothing falls through the cracks and customers receive timely responses.
+Support triage duty is a first-line monitoring role to ensure incoming support requests are promptly acknowledged, categorized, and routed to the right department, team, or person.
+
+At FlowFuse, we do not currently have a dedicated support team. To share the support load, keep every department connected to our users, and ensure clear ownership, we operate a **full company triage rotation**. This reflects our commitment to **proactive ownership as a company**, ensuring customers receive timely, thoughtful responses and that requests reach the right place quickly.
+
+The goal of triage is not to solve every issue yourself, but to act as a connector and create forward motion.
+
+---
+
+## How Triage Reflects Our Values
+
+Support triage duty is not just an operational practice. It is an expression of FlowFuse’s company values in action.
+
+- **Results**
+
+  Triage emphasizes initiative and outcomes over process. The focus is on creating momentum for customer requests rather than waiting for the right moment or person.
+
+- **Iterative Improvement**
+
+  Triage is a living system. As we learn more about customer needs, volume, and patterns, we expect both the process and this handbook to evolve.
+
+- **Collaborative Community**
+
+  By rotating triage across the company, customer ownership is shared rather than siloed. This keeps teams connected to real user needs and ensures information flows openly.
+
+- **Constructive Candor**
+
+  Triage relies on clear, respectful communication, whether acknowledging a customer, routing a ticket, or escalating internally to keep work moving.
+
+- **Customer Empathy**
+
+  Even when we do not yet have answers, triage ensures customers are heard, acknowledged, and supported with appropriate urgency and care.
+
+Triage exists as a practical extension of how we work together at FlowFuse.
+
+---
+
+## The Flow: How It Works
+
+### The Schedule
+
+- Each Friday, the Support Coordinator announces the next **Triage Lead** in `#support-tickets`.
+- Rotations last **one week (Monday to Friday)**.
+
+### The Role
+
+- You are the first set of eyes, not the final owner.
+- Your responsibility is to acknowledge, categorize, and route requests so they reach the right place quickly.
+
+You are not expected to be an expert, only a connector.
+
+---
 
 ## Where Tickets Come From
 
-- **Live chat** from the support widget on the website
-- **Emails** sent to support@flowfuse.com
+- **Live chat** from the website support widget
+- **Email** sent to `support@flowfuse.com`
 
-Both appear in the [HubSpot helpdesk](https://app-eu1.hubspot.com/help-desk/26586079/). For detailed HubSpot procedures, see the [Support Tickets section](/handbook/sales/customer-success/#support-tickets) of Customer Success.
+All tickets appear in the [HubSpot Helpdesk](https://app-eu1.hubspot.com/help-desk/26586079/).
 
-## Monitoring
+---
+
+## What to Monitor
+
+### HubSpot
+
+Keep the [**Unassigned Triage**](https://app-eu1.hubspot.com/help-desk/26586079/view/236761036/list-view) view open during the day.  
 
-- **HubSpot**: Keep the helpdesk open in a browser tab
-- **Slack**: New tickets trigger a notification in [#support-tickets](https://flowfuse.slack.com/archives/C031K13FLDD)
-  - **Note**: To get badge notifications (like mentions) for this channel, configure it in the channel's notification preferences—not just the bell icon button
+### Slack
+
+New tickets trigger notifications in `#support-tickets`.
+
+> Tip: To receive badge notifications, configure the channel’s notification settings rather than relying on the bell icon.
+
+---
 
-## Slack Emoji Reactions
+## SLA Awareness (Important)
 
-When you see a ticket notification in [#support-tickets](https://flowfuse.slack.com/archives/C031K13FLDD), use emoji reactions to indicate status:
+Some customers have response-time SLAs based on their subscription.
 
-- 👀 (`:eyes:`) - You're on it
-- ✅ (`:white_check_mark:`) - Issue has been dealt with
+Triage leads are not responsible for enforcing SLAs directly, but are responsible for ensuring tickets are routed and acknowledged in a way that supports them.
 
-This helps the team quickly see which tickets are being handled without cluttering the channel with status messages.
+Current SLA definitions and response expectations are documented in the [Subscription Agreement](https://flowfuse.com/handbook/sales/subscription-agreement-1.5/).
 
-## Triage Categories
+When triaging:
 
-When a new ticket comes in, categorize it, answer the question directly, or route accordingly. Some initial guidance:
+- Be especially attentive to Enterprise customer tickets
+- Prioritize routing and visibility for time-sensitive issues
+- When unsure whether an SLA applies, escalate early in `#support-tickets`
+
+---
+
+## Severity Guide
+
+A ticket is considered **urgent** if it involves:
+
+- Production outages or blocked deployments
+- Security or data concerns
+- Enterprise customers reporting downtime or business impact
+- Anything that risks breaching an SLA
+
+When in doubt, escalate rather than waiting.
+
+---
+
+## Categorization & Routing
 
 | Category | Action |
-|----------|--------|
-| Sales inquiry | Route to [#dept-sales](https://flowfuse.slack.com/archives/C05GYH95NJZ) team |
-| Billing inquiry | Route to DRI for Finance |
-| Product support | Route to [#dept-engineering](https://flowfuse.slack.com/archives/C032Q63FGG1) team |
-| Spam (e.g., booth design offers) | Close ticket without responding, delete Slack notification |
+|--------|-------|
+| Sales inquiry | Route to `#dept-sales` |
+| Billing inquiry | Route to `#dept-sales` |
+| Product support (Enterprise) | Route to `#dept-engineering` immediately |
+| Product support (Team) | Route to `#dept-engineering` |
+| Product support (OSS or Community) | Route to community or documentation |
+| Spam (e.g. booth design offers) | Mark as spam or delete |
+
+---
+
+## Replying vs Routing
+
+- If you can confidently answer a simple question, or you are part of the team the ticket would be routed to, you may reply directly.
+- If the issue requires investigation or follow-up, route it to the appropriate team.
+
+Whoever replies first becomes the ticket owner and will receive future notifications for that ticket. The owner can be re-assigned when appropriate.
+
+## Ownership After Routing
+
+Once a ticket has been replied to or routed, ownership sits with the assigned ticket owner or team.
+
+If a ticket stalls after assignment, responsibility for follow-up and resolution lies with the owner or owning team, not the triage role.
 
-## Key Points
+Triage exists to create initial clarity and forward motion, not to monitor or enforce ongoing progress.
 
-- **Check the content carefully**: Sales team members sometimes email support on behalf of customers. The "from" address may be internal, but the request is for a customer.
-- **Ticket ownership**: Whoever replies first becomes the ticket owner and receives future notifications for that ticket.
-- **Already assigned tickets**: If a ticket already has an owner, you don't need to intervene—unless it's been unresponded for 24+ hours, then give the owner a nudge.
-- **When unsure**: Ask in #engineering or #support-tickets for guidance.
-- **Do NOT merge tickets in HubSpot**: Merged tickets become unsearchable and disappear from the inbox. They're only accessible via direct URL afterward. This is a [known HubSpot limitation](https://community.hubspot.com/t5/HubSpot-Ideas/Search-the-MERGED-Ticket-Data/idi-p/330641). Keep tickets separate to maintain searchability and visibility.
+---
+
+## Slack Workflow
+
+Use emoji reactions on ticket notifications in `#support-tickets`:
+
+- 👀 `:eyes:`  
+  You are on it
+
+- ✅ `:white_check_mark:`  
+  Issue has been dealt with
+
+This keeps the channel readable and avoids unnecessary status messages.
+
+---
+
+## Vacation & OOO Coverage
+
+The Support Coordinator reviews the rotation against Deel each week and proactively swaps anyone who is out of office.
+
+---
+
+## Rules of Engagement
+
+- **Do not merge tickets in HubSpot**  
+  Merged tickets become unsearchable due to a HubSpot limitation.
+
+- Internal emails may still represent customer requests. Read carefully.
+- When unsure, ask in `#support-tickets` or the relevant department channel.
+
+---
 
 ## Handling Spam
 
-Common spam includes booth design offers and unsolicited sales pitches. 
+Common spam includes booth design offers and unsolicited sales pitches.
 
-For these, click "Mark as spam" in the orange "Actions" dropdown located top-right.  They will disappear from the ticket list after a short while, but you can also simply delete the ticket.
+For these:
 
+- Click **Mark as spam** in the HubSpot Actions menu, or
+- Delete the ticket