🔶 PROVISIONAL — authority & ownership NOT yet founder-confirmed. The owner, escalation path, SLA, and "who-can" authority on this page were drafted from available team context — they are proposals, not confirmed decision rights. Do not treat as binding until signed off. Open items tracked at Authority & Decision Rights.
Owner: Lola (Ops) · Backup: Ayisha · Department: Operations · Status: Live · Version: 1.0
Effective Date: 2026-06-13 · Last Reviewed: 2026-06-13 · Next Review Date: 2026-09-13
Source of Truth: this page · Maturity: 3 (Usable)
| Owner | Backup | Escalation authority |
|---|---|---|
| Lola (Ops) | Ayisha | Ops lead → Compliance lead → founder. |
Governs how vendor issues (onboarding, payouts, products, compliance questions) are received, triaged, and resolved.
First response within 1 business day; compliance-critical within 4 hours.
Ops lead → Compliance lead → founder.
Vendor support is distinct from customer support. Compliance-affecting issues are logged for audit.