> For the complete documentation index, see [llms.txt](https://ofn-user-guide.gitbook.io/ofn-super-admin-guide/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://ofn-user-guide.gitbook.io/ofn-super-admin-guide/customer-support-resources/the-customer-support-role.md).
# The Customer Support Role
What is the Customer Support Role? Is it the same for each instance? What are the commonalities and exceptions?
### What is the Customer Support Role?
In the Aus team we are currently working on defining the Customer Support Role. We'll add our insights here when that's done. Have you done this thinking already? Please share your thoughts!
### Comparing our Approaches
Let's get clear on what Customer support means to each Instance. Add your instance against each task you currently perform or propose to perform as part of your customer support offering
| Task | Current | Proposed |
| ----------------------------------------------------------------- | ------- | -------- |
|
Respond to email enquiries
| Aus | |
| Respond to phone enquiries | Aus | |
| Book times to provide phone support | Aus | |
| Book on-boarding (setup support) sessions | Aus | |
| Send welcome emails to new signups | Aus | |
| Log customer interactions using a CRM | | Aus |
| Investigate and log S1 and S2 issues in GitHub | Aus | |
| Investigate and log S3 and below issues in GitHub | Aus | |
| Investigate and log feature requests or improvements in Discourse | Aus | |
| Periodically recommend Papercuts for your instance | Aus | |
| Periodically recommend S3 priority issues for your instance | Aus | |
| | | |