> For the complete documentation index, see [llms.txt](https://docs.theangel.app/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.theangel.app/operations-handbook-internal/support-escalation-pathway.md).

# Support Escalation Pathway

## Support & Escalation Process

Support must be fast, clear, and compliant.

### Level 1 — Frontline Support

Handles:

* Basic user questions
* Wallet issues
* KYC guidance
* Listing edits
* FAQ queries

Time target: < 2 hours response time.

### Level 2 — Specialist Support

Triggered when:

* Smart contract issues
* Technical errors
* Payment reconciliation
* Token issuance questions

Handled by Engineering or Investor Ops.

### Level 3 — Compliance Escalation

Triggered when:

* KYC fails
* Suspicious activity
* Potential fraud
* Regulatory risk

Compliance must respond within 24 hours.

### Level 4 — Executive Escalation

Triggered when:

* Legal threats
* Press risk
* Major operational failure
* External regulator involvement

CEO + Legal + Compliance must coordinate immediately.

***

## Internal Quality Standards

Every team follows these standards:

* 100% documentation for all actions
* No operational shortcuts
* Dual approval for token-related changes
* Strict adherence to timelines
* Clear internal communication

***

## Internal Tools & Systems

TheAngel uses:

* KYC provider (e.g., SumSub / Veriff)
* Filing & document automation (Filedgr)
* Smart contract management
* CRM for founders & investors
* Compliance monitoring tools
* Internal dashboards for liquidity events

***

## Internal FAQ

<details>

<summary>Who approves tokenomics?</summary>

Tokenisation Team + CTO for contract alignment.

</details>

<details>

<summary>Who handles founder rejections?</summary>

Founder Success, with a templated explanation.

</details>

<details>

<summary>When do we escalate a suspicious case?</summary>

Immediately → Compliance.

</details>

<details>

<summary>Who interacts with Filedgr?</summary>

Tokenisation Team only.

</details>

<details>

<summary>Can a founder request listing removal?</summary>

Yes, subject to compliance review.

</details>

***

## Summary — Why Internal Ops Matters

A high-quality investment marketplace requires:

| Area              | Importance             |
| ----------------- | ---------------------- |
| Compliance        | Legal protection       |
| Security          | Asset integrity        |
| SOPs              | Consistency and scale  |
| Documentation     | Audit readiness        |
| Team coordination | Smooth user experience |

This handbook ensures TheAngel operates with precision, professionalism, and regulatory confidence.