# Support Roles

There are three primary support roles:

1. [**The Provider: Core Development, Maintenance & Escalation Handling**](#platform-provider)
2. [**The Operator: Subscriber Support & Escalations**](#platform-operator)
3. [**The Subscriber: Internal and End-user Support** ](#subscriber)

### **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-reseller).

### 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](#subscriber)               |
| [End-user support](https://everyday-digital.gitbook.io/guidelines-and-policies/support-policy#who-supports-the-end-users-app-users) | [Subscriber](#subscriber)               |
| Non-platform support (email issues, user knowledge gaps)                                                                            | [Subscriber](#subscriber)               |
| Subscriber Onboarding                                                                                                               | [Platform Operator](#platform-operator) |
| Subscriber Support (on Resolve)                                                                                                     | [Platform Operator](#platform-operator) |
| App Deployments / DevOps                                                                                                            | [Platform Operator](#platform-operator) |
| Instance Management (Accounts, Control Centre, Raven)                                                                               | [Platform Operator](#platform-operator) |
| Subscriber Training & Onboarding                                                                                                    | [Platform Operator](#platform-operator) |
| Platform Server Management                                                                                                          | [Platform Provider](#platform-provider) |
| Platform Security Management                                                                                                        | [Platform Provider](#platform-provider) |
| Platform & Server Monitoring                                                                                                        | [Platform Provider](#platform-provider) |
| Reseller/Platform Operator Support                                                                                                  | [Platform Provider](#platform-provider) |
| Tech Rollouts & Upgrades                                                                                                            | [Platform Provider](#platform-provider) |
| Platform & Tech Bug Fixing & Patches                                                                                                | [Platform Provider](#platform-provider) |
| Platform & Tech Documentation                                                                                                       | [Platform Provider](#platform-provider) |
