For support, success and operations leaders.
Technical support you can publish an SLA against.
FusionCX runs technical support, customer success and product-led sales for AI-native software, under your brand, and returns the output as model-evaluation data, RLHF datasets, solution accelerators and regression suites.
Operating plan in 5 business days. Sample SOW immediately. No commitment either way.
- Certified engineers only
- Your brand, our people
- Data returned, not retained
Aggregated across all clients. Updated hourly.
- P1 first response
- 98.6%
- 15 min target · attained (30d)
- P2 resolution
- 96.1%
- 4 h
- First-contact resolution
- 81%
- CSAT
- 4.7/5
- RLHF records accepted
- 12,400
- 30d
- Certified engineers on shift now
- 46
What we operate
Six service lines. One certified team.
Each line is a separate Statement of Work under one MSA. Add, pause or remove a line on 15 days' notice.
Support
Tier 1–3 technical support by chat, ticket, voice and screen-share. Automated diagnoses validated by an engineer before anything touches a customer's application.
Read chapter 01Success
Onboarding, adoption and renewals, plus product-led sales of your premium support tier on revenue share.
Read chapter 02Data
Every resolved ticket captured as structured evaluation data. RLHF preference pairs, human evaluation, red-teaming, annotation.
Read chapter 03Solutions
Starter kits, integration playbooks and help-centre content built from what customers actually get stuck on.
Read chapter 04QA
Bug reproduction, regression suites re-run on every release, release QA, output quality monitoring.
Read chapter 05Enablement
Certification programs, voice-of-customer analytics, support-ops consulting, fractional leadership.
Read chapter 06The four commitments
What we put in the contract
- 01
Certified engineers only.
No engineer handles a customer before completing your platform curriculum, a hands-on build assessment and ten supervised cases. Certification lapses after 30 idle days and is renewed after any release you designate.
- 02
Your brand, our people.
Engineers work under your identity, in your helpdesk, on your playbooks. Your customers experience your support team. We do not appear in your customers' experience or in our own marketing.
- 03
Outcome-based commercials.
A base capacity retainer, per-ticket fees tiered by severity, and a share of the premium-tier revenue we sell and renew. You pay the greater of retainer or variable: never idle capacity, never an under-resourced queue.
- 04
Data returned, not retained.
Evaluation records, RLHF pairs, kits and regression suites are your work product, delivered on schedule and redacted to your guidelines. We do not train anything on your data.
The Flywheel
Support cost becomes model improvement
A resolved ticket is a labelled example of where the model fell short and what right looked like. We capture it in your schema, redact it, pair it and hand it back.
The fixes become starter kits; the failures become regression tests. Over two quarters the queue gets smaller and the model gets better.
- 1
Ticket
A build fails; the platform gives a diagnosis.
- 2
Evaluation record
The engineer validates, resolves and records.
- 3
Preference pair
Failing and corrected outputs, rated and reviewed.
- 4
Starter kit
Recurring fixes become a reusable accelerator.
- 5
Regression scenario
The failure becomes a test on every release.
- 6
Fewer tickets
The queue shrinks; attainment rises.
Step 6 returns to step 1. A smaller queue of harder tickets produces better evaluation data, which improves the model further. The support fee is paid either way; the data, kits and scenarios are the return on it.
Evidence
AI application builder — two shifts, 90 days
| Metric | Target | Attained |
|---|---|---|
| P1 first response within 15 min | 98% | 98.4% |
| P2 resolution within 4 h | 95% | 95.7% |
| First-contact resolution | — | 79% |
| CSAT | — | 4.6/5 |
| Premium-tier conversion on flagged accounts | — | 23% |
| RLHF first-pass acceptance | 90% | 94% |
What clients say
Identities withheld under contract
Our previous vendor gave us a deck. FusionCX gave us an attainment table, and then hit it.
The RLHF records coming out of the support queue are cleaner than what we were buying from a labelling vendor, and they're from real failures.
We published a 15-minute P1 SLA to enterprise customers for the first time because we finally had a team that could hold it.
Operating procedure
How an engagement runs
Team leads are trained in 3 days; engineers are certified by team leads.
Read the full procedure- 01
Discovery
- 02
Operating plan (5 business days)
- 03
MSA and DPA
- 04
Statement of Work per service line
- 05
Certification
- 06
Go-live on day 10
- 07
Weekly ops sync, monthly review, quarterly business review
Trust
Built for your security review
GDPR, UK GDPR, CCPA/CPRA, DPDP (India) and PIPEDA. CASL, CAN-SPAM and TCPA for outbound. Named accounts only, managed encrypted devices, 24-hour breach notification, audit on 10 days' notice, and an approved-AI-tools-only policy. Sub-processor list and DPA summary published.
From the Library
The documents we use, made available
No commitment either way
Request the operating plan
Tell us your product, paying-customer count and monthly ticket volume. Within five business days you receive squads, shifts, SLAs, KPIs and the pricing model applied to your numbers.