This document outlines how users can engage with our support team, the expected flow of ticket handling, and what they can expect throughout the process. It’s designed to set clear expectations and provide transparency into how issues are resolved.

1. Contacting Support

myKaarma offers users three ways to contact support:

• Chat: Get immediate assistance through our online chat.
   
• Phone: Call us at 562-349-1367 to speak with a support representative.
   
• Email/Ticket: Send an email to support@mykaarma.com to create a support ticket.
  
  
  
   

Support Hours
Our support team is available:
Monday – Friday: 4:00 AM – 6:00 PM PST
Saturday: 5:00 AM – 2:00 PM PST
(Closed on major holidays)

Visit this Help Center Article for additional information.


Expectations when submitting a ticket:
 

• Provide a clear subject line and detailed description of the issue.

• Include screenshots, error messages, and steps to reproduce the issue (if applicable).

• Tickets will be acknowledged automatically, confirming receipt.

2. Support Process Flow

Below is a flowchart visualizing our tiered support process, followed by a detailed explanation.



Ticket Handling Overview:

Tier 1 (Product Support Analyst):

• Reviews and Troubleshoots all incoming tickets.
   
• Resolves common, known issues and FAQs.
   
• Maintains all communication with the user throughout the ticket lifecycle:
  - Provides updates at each escalation stage (Tier 1 → Tier 2 → Tier 3).
  - Notifies the user of investigation status, workarounds, and next steps.
  - Sends the final resolution/closure notification once the issue is resolved.
   
• Escalates if the issue requires deeper technical expertise (e.g., code fixes, log reviews).

Tier 2 (Engineering):

• Handles more complex issues beyond Tier 1’s scope.
   
• May involve troubleshooting logs, integrations, or system behaviors.
   
• Ensures Tier 1 is updated after providing technical investigation and fixes.
   

• Escalates to Tier 3 if issue involves bug fixes, feature limitations, or product-level intervention.

   

Tier 3 Engineering /Product Manager:

• Engages when issues involve code-level bugs or systemic outages.
   
• Works with development teams to identify root causes and plan fixes.
   
• Ensures Tier 1 is updated so users receive timely communication on investigation status, workarounds, and resolutions.
   
• Manages Feature Requests: Tickets identified as enhancements or new features are submitted through User Voice and reviewed by the Product Team for evaluation and prioritization.

3. How can myKaarma Support help you?

Our Support Team is here to help with troubleshooting, technical issues, and ensuring that the myKaarma platform works as expected. To set clear boundaries, here’s what Support does and doesn’t cover:
 

✅ What Our Support Team Can Help With

• Troubleshoot Technical Issues → Resolve connectivity, malfunctions, integrations, performance, and data issues.
   
• Provide Guidance and Support → Offer clear direction on system usage and inquiries.
   
• Connect you with your Customer Engagement Manager (CEM) → To help optimize dealership performance and arrange further training.
   
• Escalate Complex Technical Issues → Involve engineering/product teams to identify root causes, apply bug fixes, or address product-level limitations.
   
• Communicate updates, workarounds, and resolutions → Keep users informed throughout the ticket process.

🚫 What’s outside of Support’s scope

• Create User Accounts → Must be handled by the dealership admin; see this help center article for details.
   
• Review Reporting or Metrics with Dealerships → Handled by your CEM; if unsure who your CEM is, contact support@mykaarma.com.
   
• Upload CSV files for ServiceConnect/Follow Up → Send requests to serviceconnect@mykaarma.com.
   
• Answer myKaarma billing questions → Send requests to accounting@mykaarma.com.
   
• Payment disputes (myKaarma processing only) → Forward inquiries to team_payment_support@mykaarma.com for assistance.