UniQ Customer Support & CAPA Hub

🌿 Customer Satisfaction Command Center

Capture complaints once, lock the original facts, manage every discussion through an append-only timeline, attach evidence when relevant, and close either as a simple customer resolution or a CAPA-based quality action.

Issue Type — Top Drivers

Concerned Department — Case Load

Lab-wise Open Cases

Executive Workload

Management Attention

Case	Client	Issue	Department	Severity	Owner	Age	Target	Last Update

Register Customer Support Issue

All New Case fields are optional. Select exactly one concerned department — Account, Technical or CS. The saved case is then routed to that department’s targeted queue. Other dropdowns still support “＋ Add new…” where needed.

DateExecutive NameLab Name Client NameClient ContactClient Email Type of IssueSource of IssueReport / Job / Sample No. Proper Issue SeverityPriorityConcerned Department Regulatory / Accreditation ImpactPotential Result Validity ImpactEscalation Level Immediate ContainmentCAPA Owner Mitigation 1Target Closure Date Root Cause CategoryRoot Cause / RCA (optional at initial entry)

Flexible entry: no New Case column is mandatory. Enter whatever information is available now; missing details can be captured later through timestamped remarks and attachments. After Save Case, the original case facts remain locked. Most dropdowns include ＋ Add new… so a missing option can be added immediately. Department is intentionally fixed to Account, Technical or CS for clean routing.

Draft protection active. Autosync will never reset this form while you are entering a case.

Department Queue — Account

Cases are routed by the Department selected in New Case. Each targeted view shows only its own department.

Account Cases

Case	Date	Client	Issue	Severity	Executive	Status	Age / Delay	Last Remark	Last Update

Full Case Register

Case ID	Date	Client	Lab	Issue	Department	Severity	Executive	Solved	Delay	Repeat	Last Remark	Evidence

Open Cases & Aging Control

Case	Client	Issue	Department	Severity	Executive	Age	Target	SLA State	Last Update	CA Evidence

Mitigation & CAPA Dashboard

Append-only action records + flexible controlled closure

Mitigation / CAPA by Issue Type

Corrective Evidence Coverage

Case	Client	Issue	Department	Mitigation 1	RCA Category	CAPA Owner	Target	Evidence	Status

Client Satisfaction & Recurrence

Use repeat complaints and closure confirmation to protect key accounts.

Client	Total Cases	Open	Repeat Issue Cases	Critical/High	Avg Closure Days	Avg Rating	Last Issue

Quality Intelligence

Rule-based quality analytics — no external AI key required

Why these controls are included

The workflow separates simple service resolutions from quality-system CAPA. Every complaint keeps traceability and an immutable discussion trail; where the issue is substantive, the same case can also carry RCA, corrective/preventive action, evidence and effectiveness verification. This avoids forcing CAPA paperwork onto routine communication issues while preserving full quality records when needed.

Attachment Center

Evidence is stored only in Hostinger cloud case folders.

Case	Timestamp	Type	File	User	Note

Audit Log

No delete operation exists

Timestamp	User	Role	Action	Case	Details

Users & Secret Keys

Secret keys are shown only when created or rotated. Store/share them privately. Do not use one shared key for all employees.

User	Role	Active	Created	Last Login	Actions

Hostinger Master Baseline & Recovery

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☁️ Live Hostinger Master

Cases, timeline, attachments, audit, users and lookups are written to the Hostinger server storage. Use this to discard a bad browser/cache state and rebuild the app directly from the Hostinger master.

🧱 Hostinger Recovery Baseline

The Hostinger backend maintains a checksummed recovery baseline and server-side recovery points for the complete app data.

🛡 Hostinger Cloud Backup

Creates a timestamped recovery copy inside Hostinger cloud storage. Attachments also remain on Hostinger only.

♻ Baseline Restore

Admin recovery control. Restores Cases, Case Timeline, Attachments, Audit, Lookups and the Deletion Ledger from the last valid Server baseline. Before overwrite, the server automatically creates a safety backup of the current server data. Current Users and secret-key hashes are preserved.

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Settings & Connection

Hostinger Server

Live Hostinger connection: First test the Hostinger Node API, then sign in with your real Hub user key. For the first login use Admin and the default secret key supplied with this Hostinger package.

Required deployment: Hostinger → Websites → Add Website → Deploy Web App → Upload this ZIP. Use server.js as the entry file. No Google or external database is required.

System Controls

Designed controls
• Per-user secret key authentication
• Hostinger server as live master database
• Server master datasets reproduce all HTML records and headers
• Hostinger-only master data + checksummed recovery baseline + automatic server recovery points
• One-click browser rebuild from Hostinger + Admin recovery restore with pre-restore safety copy
• Fast-mode sync: lightweight version polling; full reload only when another user changes data
• New Case editor is protected from autosync re-render/reset
• No row delete endpoint
• Original case data locks after save
• Fast append-only timeline remarks without full-database reload after each remark
• Hostinger file storage per case
• Flexible closure: general discussion resolution or CAPA-based closure
• Full audit trail

For best security, let operational users work only through this website. Server data files stay inside Hostinger and are never sent to Google or another storage provider.