Sprockets Customer Support SOP

Objective

The objective of this Standard Operating Procedure is to provide Sprockets Customers with clear guidelines on how to submit requests directly to the Sprockets Customer Success team for support related to the use of the Sprockets platform and services.

This process ensures that customers receive consistent, efficient, and accurate assistance from Sprockets. All responsibilities outlined below are owned and managed by the Sprockets Customer Success team.

Procedure

Customers (or vendors submitting on their behalf) should use the Sprockets support intake form, available at customer.support@sprockets.ai, to log all new requests.

Completion of the form should include the following information:

• Your Name: First & Last name of the person submitting the request
• Your Email Address: All responses to the case will be directed to this email address
• Are you submitting this ticket on behalf of someone else? Indicate YES if submitting for a Franchisee or Customer
• Who are you submitting the ticket on behalf of? First & Last name of the Account Admin (i.e., Franchisee or Owner)
• What is their email address? Franchisee's email address
• Describe your request: Provide as much detail as possible so Sprockets can respond effectively. Please include the Franchisee's full name, legal entity, and any additional details that would assist the support team.

Processing & Case Management

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

Notes

• Each request should be logged individually to ensure accurate tracking.
• Customers should avoid submitting multiple issues within a single ticket.