Support Roles

Who supports what?

There are three primary support roles:

1. The Provider: Core Development, Maintenance & Escalation Handling

2. The Operator: Subscriber Support & Escalations

3. The Subscriber: Internal and End-user Support

Platform Provider

As the platform licensor, development team and platform creators, Everyday Digital (Pty) Ltd. has the role of platform maintenance, updates and core feature development. In some instances, Everyday Digital may take on the roles of both Provider and Operator.

Platform Operator

The Platform Operator is a licensed reseller of the platform. The Operator's role is to receive and handle support queries from Subscribers, and to deliver any support services agreed upon.

Platform Subscriber

The Subscriber is the platform account holder and a customer of the Platform Operator. The Subscriber has an internal support role to gain product knowledge, manage team queries, and to support end-users who access the Subscriber's app(s) and may also submit support queries directly to the Subscriber.

Support Item	Support Role
End-User Onboarding	Subscriber
End-user support	Subscriber
Non-platform support (email issues, user knowledge gaps)	Subscriber
Subscriber Onboarding	Platform Operator
Subscriber Support (on Resolve)	Platform Operator
App Deployments / DevOps	Platform Operator
Instance Management (Accounts, Control Centre, Raven)	Platform Operator
Subscriber Training & Onboarding	Platform Operator
Platform Server Management	Platform Provider
Platform Security Management	Platform Provider
Platform & Server Monitoring	Platform Provider
Reseller/Platform Operator Support	Platform Provider
Tech Rollouts & Upgrades	Platform Provider
Platform & Tech Bug Fixing & Patches	Platform Provider
Platform & Tech Documentation	Platform Provider