Platform guidance
Prompting and configuration, visual editing, integrations and connectors, API setup, database and repository connections, deployment to staging and production, custom domains and DNS, analytics, account administration.
Technical Support (Tier 1–3)
Technical support with SLAs we publish and attain.
Certified engineers who can build on your platform, working in your helpdesk under your brand, on a severity model with targets written into the contract.
- Certified engineers who build on your platform
- Your helpdesk, your brand, published SLAs
- Every ticket becomes evaluation data
Published attainment
Technical support with targets written into the contract
15 min
P1 first response
98%
P1 attainment target
95%
P2–P4 attainment
Day 10
Squads live after training
Why this exists
The problem general-purpose vendors cannot solve
AI products generate a kind of ticket that general-purpose support vendors cannot handle: the model produced something plausible that doesn't work, and the customer cannot tell why. Resolving it requires someone who can read the generated code, understand the integration, and reach a working result inside the platform.
Call centres escalate everything; engineering teams drown. The queue grows, the P1s slip, and the premium tier you wanted to sell has no one to deliver it.
End-to-end coverage
What's included
Everything your customers need resolved — by engineers who can build on the platform, not escalate past it.
Channels
Chat, ticket, email, voice and screen-share, in your helpdesk and conferencing tools.
AI-assisted triage, human-validated
Every automated diagnosis reviewed against the customer's actual build before it is communicated or applied.
Resolution inside the platform
Re-prompting, visual editing, integration and API configuration, deployment and domain setup, and code committed to the customer's application through your tooling within permissions you grant.
Calls and screen-share
Slots offered within 2 business hours, sessions held within 1 business day, summary recorded within 4 hours.
Queue management
No ticket exceeds its SLA without a recorded reason.
Escalation
Through your tooling to your published roster, with the customer kept informed until closure.
Evaluation capture
Every ticket recorded in your schema and submitted to your evaluation program (see 03 Data).
Operating model
How it runs
From training to live shifts — a fixed ramp, then a weekly and monthly cadence.
01Day 0–3
Team leads complete your 3-day training, including supervised observation of your current operation.
02Day 3–9
Team leads certify engineers: curriculum, hands-on build assessment, ten supervised cases each.
03Day 10
Two squads live, one per shift, taking routed and assigned tickets.
04Weekly
Operations sync Monday 10:00 ET; product update session of up to 60 minutes.
05Monthly
Performance review by the 3rd business day against the attainment table.
06Every 30–60 days
Capacity re-forecast; increases delivered within 15 days.
Published SLAs
Severity model and SLAs
Targets written into the contract. Attainment reviewed monthly.
| Severity | Definition | First response | Resolution or escalation | Customer updates | Target |
|---|---|---|---|---|---|
| P1 | Production application down, data integrity at risk, or a security or privacy concern | 15 min | Escalate within 30 min; engaged until closure | Every 60 min | 98% |
| P2 | Customer blocked from progressing a build or a paid outcome; churn risk flagged | 30 min | 4 business hours | Every 4 business hours | 95% |
| P3 | Guidance, non-blocking issues, onboarding, scheduled engagement | 2 business hours | 1 business day | Daily | 95% |
| P4 | Feedback, feature requests, cosmetic issues | 1 business day | Acknowledgement | On closure | 95% |
| Call or screen-share | Customer requests a live session | Slots within 2 business hours | Session within 1 business day | — | 98% |
Shifts
Coverage
| Shift | Hours | Requirements |
|---|---|---|
| North America | 08:00–21:00 ET, Mon–Fri | Business English; screen-share capable |
| India | 09:00–21:00 IST, Mon–Sat | Business English and Hindi; screen-share capable |
| EMEA / APAC | On request | Language by shift |
| Outside shifts | P1 routes to your on-call | Other clocks start at next shift; 24/7 P1 on-call available |
| Shift boundary | Full handover in your tooling | Nothing left unassigned |
| Public holidays | Equivalent cover maintained | No additional holidays without equivalent cover |
When we escalate
Escalation matrix
| Trigger | Our action | Your response |
|---|---|---|
| P1 | Immediate escalation with reproduction steps, customer impact and diagnosis; remain engaged | On-call engineer acknowledges within 15 min, 24/7 |
| Suspected platform defect (P2/P3) | Reproduce in sandbox; log with evidence; tell customer the expected path | Triage within 6 business hours; estimate within 1 business day |
| Automated diagnosis incorrect, no safe fix | Classify as incorrect; do not apply; escalate with proposed alternative | Within 4 business hours |
| Refund, discount, data export/deletion, legal request | No commitment; log and escalate | Finance or Legal within 1 business day |
| Security, privacy or abuse concern | Immediate escalation; preserve evidence; acknowledge only | Security within 1 hour, 24/7 |
| Complaint about our engineer | Engagement manager notifies you within 4 hours; access suspended pending review | Your support lead |
Acceptance
Deliverables and acceptance
| Deliverable | Frequency | Acceptance criterion |
|---|---|---|
| Complete, correctly classified ticket record | Per ticket | ≥95% of sampled records complete on QA audit |
| Evaluation submission | Per ticket | Meets inter-annotator thresholds in 03 Data |
| Premium onboarding record | Per activation, within SLA | Present and complete for ≥98% |
| Weekly operations sync | Monday 10:00 ET | — |
| Monthly performance review | By 3rd business day | — |
| Quarterly business review | Quarterly | — |
Acceptance of deliverables is a condition of payment for the period.
Extend the line
Adjacent services
Add coverage without changing the core squad model.
Tier 3 escalation engineering
Certified engineers who debug generated code, integrations and deployments beyond the product UI. Per incident or retainer.
24/7 and weekend coverage
EMEA and APAC shifts, P1 on-call. Per shift.
Developer community support
Discord, Slack and forum answers, office hours, moderation. Monthly.
Incident communications
Status-page updates, customer notifications, post-incident summaries. Per incident or retainer.
Commercials
Pricing model
Base capacity retainer per squad (reference $75,000 per month for two squads across two shifts), plus per resolved ticket: P1 $20, P2 $10, P3–P4 $7.50; premium proactive engagement $3 per account per month.
You pay the greater of retainer or variable. The full model, with a worked example, is under Pricing Model.
Sample deliverable
Sample deliverable
A P2 ticket record showing symptom, automated diagnosis, the engineer's correct diagnosis, capabilities used, attempts and customer confirmation.
P2 attainment went from 71% with our previous vendor to 95.7% in the first full month. Same ticket volume.
P2 ticket recordRedacted
- ticket_id
- PX-2291-████
- severity
- P2
- symptom
- Deploy succeeds, custom domain returns 502
- automated_diagnosis
- partially_correct
- reason_code
- dns_propagation_assumed
- engineer_diagnosis
- Edge proxy bound to stale build target
- capabilities_used
- domain_config, deploy_logs, rebuild
- attempts
- 2
- resolved_at
- 2026-08-14T13:41Z
- customer_confirmation
- confirmed
Redacted. Client and customer identifiers removed.
FAQs on technical support
FAQ
No. We work in your helpdesk, CRM and conferencing tools. Data and history stay with you.
Only through your tooling, within permissions you grant, attributable to a named engineer and reversible.
Increases are delivered within 15 days of a 30–60 day forecast. A certified bench of at least 10% of rostered headcount is maintained for spikes.
Your support team. Engineers use identities you issue and follow your communication guidelines.
Yes. The India shift runs Saturdays; EMEA and APAC shifts and 24/7 P1 on-call are available under the same SLA table.
Sampled QA audits on ticket records, monthly inter-annotator agreement on evaluation data, CSAT per ticket, and the monthly attainment review.
No commitment either way
Ready to put certified engineers on your queue?
We'll map squads, shifts and SLAs to your ticket volume and return an operating plan in five business days.