What Support Do You Get When You Hire an AI Agent Platform?
SLAs, onboarding, on-call for agent failures, and what 'support' rarely includes.
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Direct answer
Enterprise platforms should offer: onboarding, connector docs, incident response for platform uptime, and office hours for role design. They rarely fix your procedure bugs for free.
Key points
- Clarify: platform SLA vs role logic support
- Ask about agent failure alerts (not just API uptime)
- Hypercare period after launch is critical
Support tiers
| Tier | Typical |
|---|---|
| Self-serve | Docs + community |
| Business | Email, 48h SLA |
| Enterprise | Named CSM, 4h P1, runbook reviews |
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