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
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.
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