Welcome to the LeanTech Knowledge Hub
This knowledge base contains all the policies, procedures, and reference materials you need to deliver fast, accurate, and professional support to our clients.
About This Knowledge Base
LeanTech IT Solutions services over 300 client companies across the Philippines. As a Tier 1 Support Engineer, you are the first line of response for every client-reported incident. This hub exists to make sure you always have the right information at the right time — whether you’re diagnosing a server error, deciding whether to escalate, or documenting a resolved ticket.
Use this knowledge base every shift. When in doubt, look it up here before asking or escalating.
Quick Reference — Common Situations
Situation |
Document to Open |
|---|---|
Should I escalate this incident? |
KB-155 — Escalation Policy |
What’s the SLA response/resolution time for this ticket? |
KB-310 — SLA Reference |
Client is reporting an LT-XXXX portal error |
KB-601 — Portal Error Code Reference |
How do I open and document a ticket? |
SOP-7010 — Ticket Documentation Standards |
What do I say when greeting a client on a call? |
SOP-7005 — Tier 1 Call Flow Guide |
Client is being difficult or demanding escalation |
SOP-7005 — Step 6: Handling Difficult Clients |
I think there’s a data breach or security incident |
|
What are the disciplinary consequences of a false escalation? |
HR-201 — Code of Conduct, Section 7 |
How will my performance be scored? |
SOP-7015 — QA Scoring and Evaluation |
Knowledge Base Articles
Reference documents covering core policies, services, and technical information.
Document |
What It Covers |
|---|---|
KB-155 — Escalation Policy |
When and how to escalate to Tier 2 or Tier 3. The most critical document for daily decision-making. |
KB-612 — Escalated Incident Review Template |
Required page-by-page EIR format for Tier 2 and Tier 3 incidents. |
KB-253 — LeanTech Services Overview |
How our infrastructure works — server stack, the LeanTech Monitor Service, SSH access, and client setup. |
KB-310 — Service Level Agreement Reference |
Response and resolution time targets per severity level. Know these by heart. |
KB-450 — Data Privacy & Confidentiality Policy |
Your legal obligations when handling client data, including GDPR, HIPAA, and PCI-DSS compliance requirements. |
KB-601 — Portal Error Code Reference |
Full list of LT-XXXX error codes with severity levels, descriptions, and recommended actions. |
Standard Operating Procedures
Step-by-step guides that govern how you handle every client interaction from start to finish.
Document |
What It Covers |
|---|---|
SOP-7005 — Tier 1 Support Call Flow Guide |
The recommended call flow to follow on every client interaction: greeting, issue intake, investigation, resolution, andhandling difficult clients. |
SOP-7010 — Incident Ticket Documentation Standards |
Required fields, best practices, and the full ticket lifecycle. Every interaction must be documented. |
SOP-7015 — QA Scoring & Evaluation |
How your performance is evaluated across 5 categories: Communication, Technical Competence, Escalation Judgment, Documentation, and SLA Compliance. |
HR Policies
Document |
What It Covers |
|---|---|
HR-201 — Code of Conduct & Disciplinary Action Policy |
Standards of professional conduct, categories of infractions (minor, major, critical), the progressive discipline process, and the false escalation policy. |
Critical Reminders
These are the most common mistakes that result in disciplinary action. Read them carefully.
Do NOT escalate unless KB-155 criteria are clearly met. False escalations are a Major Infraction under HR-201 and are tracked on a 90-day rolling basis. If unsure, ask your peer, Team Leader, or Operations Manager first before escalating.
Document every interaction. A resolved ticket with incomplete documentation is treated the same as a poorly handled one during QA review.
Never ask a client for their password. Direct them to self-service reset tools and document the interaction if they share credentials voluntarily.
Security incidents are always Tier 3. Any suspected breach, unauthorized access, or ransomware must be escalated immediately to
#tier3-escalation— do not attempt to investigate or fix it yourself.SLA timers start when the client contacts us — not when you see the message. Monitor your channels actively throughout your shift.
When handling client data, do less — not more. If you are unsure whether an action complies with data privacy regulations, stop and consult your Team Leader before proceeding.
Last updated: April 2022 | Maintained by LeanTech IT Solutions Operations Team
For questions about this knowledge base, contact your Team Leader or Operations Manager.