Due Diligence - Customer Support

Description

This template features a detailed checklist that prompts documentation and review of customer support metrics and processes. It includes priority-tagged line items like post-ship quality incidents, product support versioning, customer distribution by version, and escalation and response procedures.

Each item includes fields for priority, completion status, document uploads, and internal notes. A dynamic badge calculates overall checklist completion, while visual formatting flags high-priority or incomplete items to ensure timely attention and clarity during review.

Key Data Stored

• Support Metrics – Incident volume, bug reports, critical escalations, security issues over the last 6 months
• Version Support Information – Supported product versions and corresponding support policies
• Customer Distribution – Breakdown of customers across supported and unsupported product versions
• Escalation and SLA Policies – Documentation outlining severity levels, response timelines, and escalation procedures
• Priority Levels – High, Medium, or Low for each checklist item
• Completion Status – Tracks whether an item is Completed, Incomplete, or Not Applicable
• Notes and Comments – Internal context or review notes for each entry
• Document Uploads – Attachments for each checklist item (e.g., bug reports, escalation workflows)
• Completion Tracker – Dynamic badge calculating overall percentage of completed items

Business Use Cases

• Customer Support Due Diligence in M&A – Evaluates the maturity and efficiency of the support function prior to acquisition
• Investor Readiness – Demonstrates customer-centric accountability through transparency of escalation handling and quality metrics
• Product Team Insights – Allows cross-functional teams to identify post-release quality issues and support backlog
• Risk Management – Identifies versioning challenges, delayed responses, or broken escalation protocols
• Operational Audits – Used by internal teams or third-party auditors to benchmark customer service responsiveness and reliability

Why This Template is Powerful

• Customer-Centric Evaluation – Focuses specifically on how the company supports customers and mitigates product issues
• Structured Risk Discovery – Reveals potential gaps in responsiveness, documentation, or version management
• Visual Prioritization – High-priority issues are immediately flagged for attention using color-coded logic
• Collaborative Ready – Enables support, engineering, and compliance teams to work together in a single shared environment
• Progress Transparency – A dynamic badge tracks how close the organization is to completing support documentation requirements

This template helps organizations bring rigor, clarity, and accountability to their customer support practices, ensuring smooth transactions, strong stakeholder confidence, and continuous operational improvement.