5b14a17c_for_Agile_Software_Development__2
[0] Support documentation [1] Support Staff [3] You will find that your support department often has a standard escalation procedure in place, therefore you will not need to write one, and like the operations department may have standard templates or examples that you can work from. [4] Yes [2] 
This documentation includes training materials specific to support staff; all user documentation to use as reference when solving problems; a trouble-shooting guide; escalation procedures for handling difficult problems; and a list of contact points within the maintenance team.
Agile/Lean Documentation: Strategies for Agile Software Development
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