> ## Documentation Index
> Fetch the complete documentation index at: https://docs.spineworkspace.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support Domain: Operating Model and KPIs

> Support operating model, team responsibilities, key KPIs, and explicit non-goals for the SpineWorkspace Support domain.

The Support domain in SpineWorkspace serves technical support teams with fast, accurate resolution and clear performance visibility. Built as a projection of the unified Spine Fabric, it replaces tab-hopping across tools with a single context surface.

## Operating Model

Support teams operate on a **triage-first, resolve-fast, learn-continuously** model. New items are organized and assigned in seconds, escalations flow without manual routing, and post-resoltuion outcomes become reusable knowledge. Support managers monitor live SLA health across queues and on-call rotations.

## Responsibilities

* Own the initial intake, classification, and assignment of tickets, cases, and incidents.
* Maintain SLA health and trigger escalation workflows before thresholds are breached.
* Coordinate with engineering during escalations using linked Jira/Linear items.
* Publish and maintain the knowledge base that both agents and Twin use for answers.
* Run post-incident review workflows from audit trails to improve future responses.

## KPIs

* **First Response Time**: Median time to first update on new issues.
* **Resolution Time**: Median time from creation to close by priority.
* **Escalation Rate**: Percentage of tickets that require engineering or leadership input.
* **SLA Performance**: Percentage of tickets meeting SLA targets.
* **Knowledge Hit Rate**: Percentage of suggestions from Twin and agents that lead to resolution.

## Non-Goals

* The Support domain does not replace your help desk or Sentry. It orchestrates signals from these tools.
* It does not manage engineering sprint planning or DevOps deployment pipelines.
* It is not a standalone knowledge platform. Articles live in connected tools and are projected into context.

## Related

* [Support Index](/internal-docs/domains/support/index)
* [Human Workbench](/internal-docs/domains/support/human-workbench)
* [Spine Fabric](/platform/spine-fabric)
* [Capabilities](/platform/capabilities)
* [Founder Ops](/internal-docs/domains/founder-ops/index)


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