Support and Escalation

Support actions should capture what happened, who handled it, and what changed.

How to Read Status Icons

Statuses use a color icon followed by a label.

Signal	Meaning
Green	Completed, paid, active, synced, or approved
Amber	Pending, partial, upcoming, or needs attention
Red	Failed, rejected, overdue, suspended, or unpaid
Gray	Draft, inactive, archived, locked, or disabled

How to Suspend or Unsuspend a Student

1. Go to Student Management.
2. Search or filter the student list.
3. Select the checkbox for the student or students.
4. Click Suspend or Unsuspend.
5. Confirm the action in the dialog.
6. Check the toast message and audit log to confirm the action was recorded.

Common Support Cases

Case	First Check
Login issue	User status, email, username, password reset flow, and email sending setting
Invoice issue	Invoice status, payment records, allocation, SST, gateway fee, and Bukku sync
Payment not reflected	Gateway record, manual payment record, allocation state, and Bukku sync queue
Checkpoint unavailable	Enrollment status, schedule dates, prerequisite checkpoint, and validation status
Attendance missing	Event or session participant list, RSVP status, batch filter, and identification number
Document unavailable	Upload permissions, checkpoint evidence, file URL generation, and role access

Escalation Notes

• Finance issues involving Bukku, invoice numbers, payments, tax, or gateway charges should go to Finance.
• Access issues involving roles, suspended students, or global settings should go to Admin or Superadmin.
• Mentorship checkpoint validation issues should go to Mentorship Admin.
• Membership validity, renewal, and pricing issues should go to Membership Admin.

Audit Expectations

Every support-sensitive update should leave an audit trail showing:

• Action taken
• Previous value and new value where relevant
• Actor name
• Timestamp
• Related student, invoice, payment, checkpoint, event, or membership record