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Internal only. This page is for Juno support staff.

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Support tiers

TierWhoHandles
Tier 1Front-line supportCommon user questions, password resets, navigation, feature confusion
Tier 2Senior support / support engineersConfig issues, data problems, SSO, permission bugs, admin-level actions
EngineeringBackend/infra engineersData corruption, Firebase/Firebase outages, infra incidents, code bugs

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Tier 1 → Tier 2 escalation triggers

Escalate to Tier 2 when:
  • User’s issue requires accessing Firebase console or MongoDB
  • SSO/SAML configuration change is needed
  • User’s role or tenant ID is incorrect (not just a password reset)
  • An admin reports they can’t access admin panel (privilege issue)
  • Content completion isn’t recording despite user finishing it
  • Data appears incorrect or missing (e.g. assignments not showing, budget wrong)
  • Issue affects multiple users at the same organization
  • User is blocked (role 99) and needs reactivation
What to include in escalation:
  • Tenant ID (org slug)
  • User email + Firebase UID (if available)
  • Browser and OS
  • Exact error message or screenshot
  • Steps to reproduce
  • What you’ve already checked

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Tier 2 → Engineering escalation triggers

Escalate to Engineering when:
  • Firebase is returning errors that aren’t config-related (e.g. auth/internal-error)
  • Data in MongoDB is inconsistent in a way that can’t be fixed via admin UI
  • A bug is reproducible across multiple tenants
  • An API endpoint is returning 5xx errors
  • A content encoding/processing job is stuck
  • A SendGrid delivery failure isn’t explainable by the user’s settings
  • Suspected data breach or security incident (also notify security lead immediately)
What to include:
  • Reproduction steps with exact tenant ID and user IDs
  • Relevant log excerpts (Firebase logs, API logs in Datadog)
  • Timeline of when the issue started
  • Whether it’s affecting all users or specific users/orgs
  • Severity (how many users, is it blocking core workflows)

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Severity levels

LevelDefinitionResponse timeExample
P0Platform down or data lossImmediateLogin broken for all users, database corruption
P1Core feature broken for many users< 2 hoursSSO down for a customer, assignments not recording
P2Feature broken for some users< 1 business dayOne user can’t enroll, video not playing
P3Minor issue, workaround exists< 3 business daysDisplay glitch, wrong label

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Common escalation routes by issue type

IssueFirst checkEscalate to
User can’t log in (email/password)Firebase console — does user exist?Tier 2 if user exists but can’t log in
User can’t log in (SSO)Admin → Integrations → SSO configTier 2 always (SAML requires console access)
User sees blank screen after loginRole in MongoDB (inactive field)Tier 2 if role looks correct but still blank
Assignment not showingAdmin → Users → AssignmentsEngineering if assignment exists in DB but not UI
Video not playingNetwork/browser checkEngineering if all users at org affected
SCORM not completingContent encoding statusEngineering if stuck > 30 min
Budget incorrectAdmin → Budget → [User]Engineering if DB value differs from UI
Notification not receivedNotification settings → channel enabled?Engineering if settings are correct but still not sent

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Contacts

TeamContactFor
Tier 2 support#support-tier2 SlackEscalations requiring console access
Backend engineering#eng-backend SlackAPI bugs, data issues
Infrastructure#eng-infra SlackFirebase/GCP outages, deployment issues
Security#security Slack + security leadAny suspected breach or data exposure
On-callPagerDuty rotationP0/P1 incidents outside business hours
Last modified on March 26, 2026