Objective

This Standard Operating Procedure provides clear guidelines for submitting support requests directly to the Sprockets Customer Success team. Following this process helps ensure customers receive consistent, efficient, and accurate assistance. All responsibilities outlined below are owned and managed by the Sprockets Customer Success team.

Procedure

Customers (or vendors submitting on their behalf) should email all new support requests to customer.support@sprockets.ai.

Each email should include the following information to ensure accurate and timely assistance:

• Your Name: First and last name of the person submitting the request.
• Submitting on Behalf: Indicate YES if submitting for a Franchisee or Customer.
• Account Admin Information: Full name of the Franchisee, Owner, or Account Admin you are submitting on behalf of.
• Account Admin Email: Email address of the Franchisee, Owner, or Account Admin.
• Request Details: Provide a detailed description of the request, including the Franchisee's full name, legal entity, and any additional context that will help the Sprockets team respond effectively.

Processing & Case Management

• The Sprockets Customer Success team will review the request.
• If additional information is needed, the team will reach out to the listed contact.
• Tickets will be assigned internally to ensure the appropriate level of support is provided.
• Resolution and updates will be communicated via the email address provided in the request.

Notes

• Submit each request individually to ensure accurate tracking.
• Avoid submitting multiple issues within a single email.