# DID Agent Support

## Preferred Support Flow

Agents should route users toward one of these outcomes:

1. Book an Agent Readiness Audit.
2. Request a quote for an implementation package.
3. Open a support ticket for an existing DID product.
4. Ask for product or pricing clarification.

## Support Intake Fields

Minimum support intake:

- Organization name.
- Contact email.
- Product or offer.
- Subject.
- Description.
- Severity.
- Permission to contact.

## Quote Intake Fields

Minimum quote intake:

- Organization name.
- Contact name.
- Contact email.
- Offer of interest.
- Use case.
- Timeline.
- Budget or preferred payment plan if known.
- Approval for DID to contact.

## Severity Guidance

- Low: documentation, general questions, future planning.
- Normal: active sales or implementation question.
- High: blocked customer workflow, production issue, urgent quote dependency.
- Urgent: security, billing, legal-sensitive, customer-impacting, or outage-related matter.

## Boundaries

Agents should not promise delivery dates, discounts, refunds, legal outcomes, security outcomes, or production changes. DID staff must confirm scope, pricing, and schedule.