Support
Resolve issues faster, with full history behind every ticket.
Everything is linked: robot → tests → deployment → ticket.
TICKETING
Track issues, wherever they come from
Track issues reported by customers, internal teams, or automated monitoring systems. Assign to people or teams, and track progress until resolution.
- Create tickets manually or receive them from monitoring systems
- Auto-link: Tickets connect to robots, deployments, and production records
- Categorization: Hardware, software, or operational issues with severity levels
- Rich Context: Attach photos, logs, and reports directly to tickets
- Comments: Public comments for clients, private notes for internal teams
Managing Support Tickets
Video Coming Soon
ON-CALL & ESCALATION
Define schedules and automatically route critical issues
Set up on-call schedules for support staff and define escalation policies for critical incidents. Ensure the right people are notified at the right time.
- On-Call Schedules: Define who is responsible for responding to tickets and when
- Auto-Assignment: Tickets assigned based on time, location, or specialization
- Escalation Policies: Alert next-level engineer after X hours for critical issues
- Automatic Notifications: On-call engineers notified immediately for urgent tickets
On-Call Management
Video Coming Soon
SLA MONITORING
Track service level compliance and response metrics
Define Service Level Agreements for different clients or ticket types. Track response and resolution times, and generate compliance reports automatically.
- Define SLAs: Set response and resolution time targets per client or ticket type
- Reports: Generate compliance reports for internal review or client reporting
- Mean Time to Resolve: Track MTTR across different issue types and robots
- Export: Export data for analysis or audits
SLA Tracking & Reporting
Video Coming Soon
Full Context, Every Time
When a ticket comes in, you immediately see the robot's production history, deployment details, and past support interactions. No more digging through Slack or asking "which robot is this?"
Faster Resolution
Linked issue tracking means you can quickly identify patterns, reference known issues, and apply proven fixes. Your mean time to resolve drops dramatically.
Proactive Maintenance
Preventive maintenance schedules keep your fleet healthy. Catch issues before they become failures, reduce downtime, and extend robot lifespans.
Data-Driven Improvements
Support metrics reveal which components fail most often, which deployments need extra attention, and where to focus engineering efforts for maximum impact.