1. Purpose
Give staff a repeatable process for preparing, installing and supporting Eggy Mail customer packages.
2. When to use this process
Use this SOP when preparing a webmail package, checking a new install, investigating download access or handling a webmail support request.
3. Staff role responsible
Support staff handle first checks. Technical staff review server/database failures. Account staff review purchase/download entitlement issues.
4. Step-by-step procedure
Confirm the customer product/licence, verify package version, check hosting requirements, confirm the installer completed, test admin login, confirm secure download entitlement and record any error code before escalation.
5. Quality checks
No direct public ZIP links, correct licence shown in the customer account, install path confirmed, support notes attached to the ticket and documentation link sent to the customer.
6. Escalation rules
Escalate server fatal errors, payment/download mismatches, corrupted ZIP files or repeated config failures with logs and screenshots.
7. Related feature
Secure downloads, customer account delivery and installation checklist.
8. Related troubleshooting
EGGY-INSTALL-001, EGGY-DB-002, EGGY-DL-005 and EGGY-CONFIG-008.