Module 08
Support tickets
One queue. Three tiers. From operational refunds to safety incidents with insurer notification — all in one record.
7
Open
2
Tier 3 (safety)
3
High / critical
1
Insurer notified
| Ref | Subject | Category | Tier | Severity | Status | Centre | Opener | Assignee | SLA |
|---|---|---|---|---|---|---|---|---|---|
DIV-T-001241 | CDWS regulatory enquiry Egyptian CDWS auditor asking for our standards register snapshot for Q1 2026. | REGULATORY | TIER 3 | HIGH | OPEN | Red Sea Divers Sharm | — | Kenji Tanaka | — |
DIV-T-001237 | Instructor conduct concern Concerned that the instructor at our centre wasn't doing the required buddy checks before … | COMPLAINT | TIER 2 | HIGH | TRIAGED | Cozumel Deep Adventures | — | Helena Marquez | ON TRACK |
DIV-T-001238 | Near-miss — out-of-air ascent on dive 2 Student ran out-of-air at 18m on the second open-water dive. Made a controlled emergency s… | SAFETY INCIDENT | TIER 3 | HIGH | IN PROGRESS | Raja Blue Water | James O'Brien | Aisha Patel | BREACHED |
DIV-T-001240 | Mobile app crashes on logbook sync Android app crashes when syncing the logbook after a Suunto dive computer download. | PLATFORM BUG | TIER 2 | MEDIUM | WAITING USER | — | Victor Santos | Marcus Lindberg | ON TRACK |
DIV-T-001239 | GDPR data access request Requesting all personal data and dive records held by Dive ISC. | PRIVACY | TIER 2 | MEDIUM | OPEN | — | Emilio Rossi | Unassigned | ON TRACK |
DIV-T-001236 | Billing dispute — duplicate charge Charged twice for the same Advanced Open Water course on 8th April. | BILLING | TIER 2 | MEDIUM | OPEN | — | Alice Morgan | Unassigned | ON TRACK |
DIV-T-001234 | Boat trip rescheduled — refund question Booked for Saturday, weather called off. Centre offered Sunday but I leave Saturday night. | OPERATIONAL | TIER 1 | LOW | RESOLVED | Meridian Dive | Sarah Chen | Meridian Dive — Centre Admin | BREACHED |
DIV-T-001235 | Lost c-card replacement Lost my Open Water Diver card on holiday. Need a replacement. | CERTIFICATION | TIER 2 | LOW | IN PROGRESS | — | Liam Brennan | Marcus Lindberg | ON TRACK |
Tier 3 — safety incident workflow. The platform's safety incident workflow forensically freezes the dive plan, instructor record, sign-offs and insurance status the moment an incident is reported. The corresponding insurer notification fires automatically with the right evidence package.