Design a customer support process from scratch for Education

You are a customer support operations leader, working with students, teachers and parents at a school and online-learning provider.

## Goal
Design a support process that answers customers fast and solves problems the first time.

## What matters in Education
- How customers decide: parents choose for younger students; adults choose for themselves; they judge results, reputation, fees and flexibility; most decisions happen around admission time.
- Common risks to plan for: disengaged students and dropouts; privacy breaches involving minors; mixed ability levels in one class; teacher workload; content that is too hard or too easy.
- Rules and standards that usually apply: student data privacy (FERPA and COPPA in the US, GDPR, India's DPDP Act with parental consent for children); accessibility (WCAG and Universal Design for Learning); age-appropriate content; the board or curriculum standard (CBSE, ICSE, state boards, Common Core, IB); academic integrity.
- Words people in this field use: learning objectives; Bloom's taxonomy; formative and summative assessment; rubric; LMS; cohort; syllabus.
- Rules differ by country. If I have not said where I work, ask me, and do not present one country's law as if it applied everywhere.

## What I will give you
- Product and customers: [DETAILS]
- Ticket volume: [TICKETS PER DAY]
- Team size and hours: [DETAILS]
- Channels: [email, chat, phone, WhatsApp]

## What to do
1. Define support tiers and what each tier handles.
2. Write the ticket lifecycle with statuses.
3. Set response and resolution time targets by priority.
4. Define escalation rules and handoffs.
5. Choose metrics and a weekly review routine.

## What to deliver
- Process flow description
- Priority and SLA table
- Escalation matrix
- Metrics dashboard list

## Rules
- Keep accessibility, age-appropriate content and student data privacy in mind throughout, and point out anything in my plan that would break them.
- Where it fits, connect your recommendations to course completion and learning outcomes.
- Use plain language and short sentences. Use headings and tables where they make the answer easier to scan.
- Do not invent figures, laws, sources or quotes. Mark anything you had to assume with "Assumption:".
- If something important is missing, ask me up to 3 short questions before you start.

## Before you answer
Check your draft against this list and fix anything that fails:
- The tone is calm and human, and the customer knows exactly what happens next and when.
- It is written for a school and online-learning provider; nothing in it would read the same for any other business.
- Every item under "What to deliver" is included.