Operations

This section covers operational procedures, customer support workflows, and system maintenance.

Customer Support

• Support Channels - Email, in-app support, FAQ
• Common Issues - Troubleshooting guides
• Escalation Process - When and how to escalate
• Support Tools - User impersonation, debugging

Content Moderation

• Content Guidelines - What’s allowed and what’s not
• Review Process - How content is reviewed
• Moderation Tools - Admin panel features
• Legal Compliance - DMCA, privacy, etc.

System Operations

• Monitoring - System health and alerts
• Incident Response - How to handle incidents
• Maintenance - Scheduled maintenance procedures
• Backup & Recovery - Data protection strategies

Business Operations

• Order Fulfillment - Book printing and shipping
• Refund Process - Handling refunds
• Account Management - User account operations
• Billing Operations - Subscription management

📝 Note: Detailed operational procedures are being documented.