Support Guide - utourismboard/explore-uganda-application-documentation GitHub Wiki

Support Guide

Getting Help

Quick Support Options

  1. In-App Support

    • Live chat available 24/7
    • Help center with searchable articles
    • FAQ section
    • Video tutorials

  2. Email Support

    • [email protected]
    • Response time: 24-48 hours
    • Business hours: Monday-Friday, 9 AM - 5 PM EAT

  3. Emergency Support

    • Available 24/7 for urgent issues
    • Priority response for business-critical issues
    • Direct line for verified business accounts

Support Channels

Live Chat Support

graph TD
    A[User Needs Help] --> B[Open Live Chat]
    B --> C{Agent Available?}
    C -->|Yes| D[Connect with Agent]
    C -->|No| E[Leave Message]
    D --> F[Issue Resolution]
    E --> G[Email Follow-up]

Email Support Process

  1. Send email to [email protected]
  2. Include:
    • Account details
    • Issue description
    • Screenshots (if applicable)
    • Steps to reproduce
  3. Receive ticket number
  4. Track progress online

Help Center

  • Searchable knowledge base
  • Step-by-step guides
  • Video tutorials
  • Common issues and solutions

Issue Reporting

Bug Reports

### Bug Report Template
**Description:**
[Clear description of the issue]

**Steps to Reproduce:**
1. [First Step]
2. [Second Step]
3. [Additional Steps...]

**Expected Behavior:**
[What should happen]

**Actual Behavior:**
[What actually happens]

**Screenshots:**
[If applicable]

**Device Information:**
- Device: [e.g., iPhone 12]
- OS: [e.g., iOS 15.0]
- App Version: [e.g., 1.5.0]

Feature Requests

### Feature Request Template
**Feature Description:**
[Detailed description of the feature]

**Use Case:**
[How would this feature be used]

**Expected Benefits:**
[What problems does it solve]

**Additional Context:**
[Any other relevant information]

Business Support

Service Provider Support

  • Account management assistance
  • Listing optimization help
  • Content management support
  • Analytics interpretation

Investor Support

  • Investment opportunity details
  • Market analysis assistance
  • Connection with local partners
  • Regulatory guidance

Technical Support

Common Technical Issues

  1. Authentication Problems

    • Password reset
    • Account recovery
    • Social login issues
    • Session management

  2. Payment Issues

    • Transaction failures
    • Refund requests
    • Payment method updates
    • Billing inquiries

  3. App Performance

    • Slow loading
    • Crash reports
    • Data synchronization
    • Network connectivity

System Status

  • Real-time status updates
  • Scheduled maintenance notices
  • Incident reports
  • Service availability

Support Policies

Response Times

Priority Description Response Time
P1 Critical < 1 hour
P2 High < 4 hours
P3 Medium < 24 hours
P4 Low < 48 hours

Service Level Agreement

  • 99.9% uptime guarantee
  • 24/7 critical support
  • Data backup and recovery
  • Security incident response

Self-Help Resources

Troubleshooting Guides

Video Tutorials

  1. Getting Started
  2. Account Management
  3. Feature Walkthroughs
  4. Business Tools

Contact Information

Support Channels

  • Email: [email protected]
  • Phone: +256 XXX XXX XXX
  • Live Chat: Available in-app
  • Social Media: @ExploreUgandaApp

Office Hours

  • Monday-Friday: 9 AM - 5 PM EAT
  • Saturday: 10 AM - 2 PM EAT
  • Sunday: Closed (Emergency support only)

Related Documentation