Draft a Customer Support Process for an Industrial SME (B2B)

Draft a customer support process for an industrial SME (B2B) specializing in [industry_sector, e.g., machining, precision mechanics, metalworking]. The process must cover the following steps:

1. Request Reception: specify channels (phone, email, web form, client portal), hours (define [business_hours, e.g., 8am-6pm weekday]), and first acknowledgment deadline (e.g., 1 business hour).
2. Qualification and Categorization: describe how to sort requests by criticality (critical, high, normal) and type (technical, commercial, after-sales service) based on [products_services, e.g., CNC machines, spare parts, maintenance].
3. Resolution: detail the diagnostic steps, escalation to [technical_team, e.g., engineering department] and use of [tools, e.g., CRM, ERP, knowledge base]. Include precise SLAs for each criticality (e.g., critical < 4h, high < 24h, normal < 48h).
4. Closure: customer confirmation process, NPS satisfaction survey, and knowledge base update.
5. Escalation Rules: if unresolved within SLA, escalate to [manager, e.g., workshop manager] after [escalation_delay, e.g., 2h].

SME constraints: simple process, limited resources, priority on responsiveness. Use precise industrial vocabulary (MTTR, MTBF, wear parts, maintenance schedule). Provide a summary table of SLAs and a checklist for the operator.