Self-serve first
The support portal and knowledge base should answer simple platform and onboarding questions without a live call.
Support / escalation layer
Support should start with clear answers, then escalate cleanly.
The scalable model is guided support triage, knowledge base answers, traceable tickets, and tier-based response expectations. Live support calls are not the default support product.
Ticket escalation
Anything account-specific becomes a tracked ticket with tier, business, intake, and support context attached.
Tiered response
Core, Pulse+, AI Suite, Autopilot, Alliance, Spark, Launch, and Partner Network can each carry different response expectations.
Support ticket
Capture the issue with enough context to route it properly.
Give us the business, account, issue, and urgency so the request can be routed with the right context from the start.