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.

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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

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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

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Internal FAQ

Who approves tokenomics?

Tokenisation Team + CTO for contract alignment.

Who handles founder rejections?

Founder Success, with a templated explanation.

When do we escalate a suspicious case?

Immediately → Compliance.

Who interacts with Filedgr?

Tokenisation Team only.

Can a founder request listing removal?

Yes, subject to compliance review.

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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.