Name the people and the hours
A support promise needs a primary responder, coverage hours and a backup. Write down what happens during planned absences. One employee can handle first-line triage; that does not create a complete around-the-clock schedule.
Separate acknowledgment from resolution
An acknowledgment confirms that a report was received and assigned. It is different from fixing the underlying issue. A broken ordering provider, a website outage and a routine menu edit can require different people and different next steps.
Keep the runbook practical
Record the symptom, time, affected page and evidence. Identify what an operator can safely revert and what requires an owner or provider. Review the process after an incident so the next person has a clearer starting point.
Turn the note into a next action.
Write down what is true today, who owns the next decision and what evidence would show the work is complete. Start small enough that the team can follow through.
Discuss this with Stardust Labs