# Project Brief

## Problem
Acme needs to replace email-based service intake with a secure customer portal.

## Users
Customers submit requests. Support agents process requests. Admin managers monitor performance.

## In Scope
- Customer auth
- Request submission
- Document upload
- Status tracking
- Admin queue
- Basic reports

## Out of Scope
- Native mobile app
- AI routing
- Payment processing

## Risks
- File upload security
- Undefined report metrics
- Client content availability