Collaborative model between the ISP and Horus to handle questions and incidents that users may report from the application.
Joint Service Attention
Application support is organized as a joint effort between the ISP and Horus. The idea is for everyone to stay attentive to questions or incidents that users may report, with a clear flow to understand each case, assist the user, and coordinate the right intervention when needed.
The ISP contributes proximity to the end user, knowledge of the local context, and the ability to validate service operating conditions. Horus supports the process with documentation, specialized analysis, and support for the application, platform, and Horus-owned product components.
Initial Attention by the ISP
The ISP will be the first point of contact for end users. This team receives initial questions, validates customer context, and performs basic operational checks to guide resolution.
Main ISP activities:
- Receive requests, claims, and incidents reported by end users.
- Confirm customer data, contracted service, location, and affected devices.
- Check local connectivity, internet access, power, camera availability, and basic network conditions.
- Gather initial evidence such as times, affected user, screenshots, error messages, and steps already performed.
- Apply the troubleshooting procedure provided by Horus when relevant.
- Share with Horus the cases that require specialized technical review.
Horus Troubleshooting Documentation
Horus provides documented troubleshooting guidance for the ISP first-line team. This documentation defines recommended checks, diagnostic criteria, and the minimum information needed to analyze a case.
The ISP will use this guide to distinguish connectivity, configuration, device, user operation, or platform behavior questions. When a case requires Horus intervention, the information collected during troubleshooting will provide better context.
The initial guide for common mobile app errors is available in Mobile Troubleshooting.
Coordination with Horus
When the situation requires specialized review, the ISP will create a ticket in the Horus support tool:
The ticket should include, when applicable:
- Customer or affected account identification.
- Clear description of the issue and its impact.
- Approximate date and time of the incident.
- Cameras, users, sites, or services involved.
- Available evidence, such as screenshots, videos, logs, or error messages.
- Troubleshooting steps already performed by the ISP.
- Observed urgency or criticality level.
Horus Support
Horus will handle tickets escalated by the ISP and analyze cases related to the application, platform, cloud services, integrations, and technical product behavior.
Main Horus activities:
- Maintain and update the troubleshooting documentation shared with the ISP.
- Receive escalated tickets through the official support tool.
- Analyze incidents beyond the operational scope of the first line.
- Request additional information when diagnosis requires it.
- Communicate progress, resolution, or recommended actions inside the ticket.
- Coordinate product or platform fixes when needed.
Operating Criterion
The ISP keeps the direct relationship with the end user and the initial service attention. Horus supports the process as a specialized team for cases requiring platform knowledge, technical investigation, or intervention on Horus-owned components. The shared goal is to handle questions and incidents with traceability, collaboration, and a clear experience for the user.