🧭 Procedure for Handling Architectural Advice (AA) and Code Review (CR) Requests

Whenever we receive an AA or CR request, the following process must be followed:

📥 1. Submission Flow

When the customer submits the form:

• Partners: Credits will be automatically deducted.

• Enterprise customers: No credits will be deducted, as these services are included in their support agreement.

Regardless of the type, all requests will appear as tickets in Intercom, containing the necessary information.

🧑‍💻 2. Assigning the Ticket

Once the ticket appears in Intercom:

• Assign it to the BlackOps AA/CR Intercom channel

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• This ensures that BlackOps can review and handle the request.

• The ticket will already include all relevant submission details.

📝 3. Linking Tickets for Transparency

To maintain clear communication:

• In the AA/CR ticket, add a note with a link to the original customer ticket. Example

  

  • This allows BlackOps to refer back to the customer communication if further context or clarification is needed.

  • It ensures all customer interaction remains within the support team’s domain.

   

• In the customer ticket, also add a note linking to the AA/CR ticket, so the full context is visible from both sides. Example

❓ 4. What if There’s No Customer Ticket?

If there is no customer ticket, create a Side Conversation directly within the AA/CR ticket to handle any necessary communication.