Support & Escalation Process
Support must be fast, clear, and compliant.
Level 1 — Frontline Support
Handles:
Time target: < 2 hours response time.
Level 2 — Specialist Support
Triggered when:
Handled by Engineering or Investor Ops.
Level 3 — Compliance Escalation
Triggered when:
Compliance must respond within 24 hours.
Level 4 — Executive Escalation
Triggered when:
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
Dual approval for token-related changes
Strict adherence to timelines
Clear internal communication
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
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?
Can a founder request listing removal?
Yes, subject to compliance review.
Summary — Why Internal Ops Matters
A high-quality investment marketplace requires:
This handbook ensures TheAngel operates with precision, professionalism, and regulatory confidence.