Customer support

Support for governed agent work.

buildr-plannr routes product help, billing questions, account recovery, legal requests, security incidents, and enterprise escalations through one severity-driven workflow.

Review support paths Security model Billing guide

Customer support workflow

One support path from app settings, billing, legal, docs, and enterprise handoff.

App settings support

Authenticated workspace owners can find the support path, severity model, and escalation expectations from settings.

/app/settings

Billing support

Billing admins can reach refund, invoice, cancellation, checkout, portal, and downgrade recovery guidance.

/support?intent=billing

Billing and plan limits

Legal support

Legal and privacy pages route questions about terms, DPA, subprocessors, privacy, and data requests.

/support?intent=legal

Documentation support

README and product docs point readers to the canonical customer support workflow.

/support?intent=docs

Enterprise support

Enterprise customers are routed through success, security, billing, legal, and dedicated support ownership.

/support?intent=enterprise

Severity model

Triage starts with customer impact and agent risk.

S0

In Progress

Possible data exposure, auth bypass, destructive billing behavior, production-wide outage, or unsafe agent action affecting customer data.

First response: Same day, immediately when reachable
Owner: Security, platform, or billing owner

S1

In Progress

Workspace owner cannot access the app, checkout is blocked, an enterprise launch blocker is active, or agent execution is blocked without workaround.

First response: One business day
Owner: Product, auth, billing, or customer success owner

S2

Todo

Workflow friction, billing question, refund review, confusing copy, unclear evidence, or support request with a workaround.

First response: Two business days
Owner: Support or customer success owner

S3

Backlog

Enhancement idea, future enterprise discovery, documentation suggestion, or non-blocking product question.

First response: Next customer review or backlog grooming
Owner: Product or docs owner

Operating flow

Intake, triage, escalation, recovery, and handoff stay visible in Linear.

intake

Support intake

Capture every customer request through a known support path without collecting secrets, raw tokens, or unnecessary workspace content.

triage

Triage and severity

Classify the request by customer impact, agent risk, billing risk, account access risk, and enterprise commitments.

response

Response targets

Keep customer communication tied to severity, business impact, and accountable next steps.

ownership

Owner routing and escalation

Route the issue to the accountable product, engineering, billing, security, legal, or customer success owner.

recovery

Refunds and account recovery

Handle refunds, billing corrections, account recovery, and lockout requests without weakening security or losing workspace data.

enterprise

Enterprise handling

Route enterprise customers through named success, security, billing, legal, and escalation owners.

resolution

Resolution and handoff

Close requests with evidence, customer-visible outcome, follow-up issues, and reusable support learning.

Response templates

Common support responses ask for impact, not secrets.

Request acknowledgement

Any new support request has been accepted and assigned severity.

Required: severity, owner, next update target

Billing, refund, and cancellation review

A customer asks about invoices, checkout, refunds, credits, cancellation, or downgrade recovery.

Required: workspace role, invoice or subscription reference, requested outcome

Account recovery

A workspace owner, admin, or user cannot sign in or needs account recovery.

Required: workspace, requester role, approved recovery route

Enterprise escalation

The request involves SSO, procurement, legal review, custom limits, security review, or dedicated support.

Required: customer owner, internal owner, deadline or launch impact

Incident update

A possible S0 or broad-impact S1 requires repeated customer updates.

Required: affected surface, current status, next update time

Agent workflow clarification

A customer asks why an issue is not agent-ready or why execution paused.

Required: task contract, missing context or approval, required evidence