Services / Technical Support
24/7 Technical Support Across Chat, Email, and Community Platforms
Round-the-clock technical support for crypto, fintech, SaaS, and AI platforms — staffed by engineers who can actually debug. Discord, Telegram, Intercom, Zendesk, and email in one coherent support layer.
What we deliver
- 24/7 shift coverage with SLAs on first response and resolution
- Discord, Telegram, and Intercom staffing with technical triage
- Zendesk, Freshdesk, and email queue management
- Weekly ticket volume, resolution time, and top-issue reporting
- Runbooks and escalation trees connecting your team to ours
How Cohortea helps
Our support engineers can read your code and reproduce issues locally. That's what lets them close tickets in Tier 1 that most support orgs would escalate to engineering.
We build runbooks with your team so common issues (RPC errors, wallet mismatches, rate limits) get resolved the same way every time — and so escalations to your team are pre-triaged when they happen.
We report weekly. Ticket volume, resolution time, categories, and — critically — content gaps we can close with new docs to deflect future tickets.
When to use this
Bring us in when your community has grown past what your engineers can staff nights and weekends, when a launch spike is coming, or when your CSAT is degrading because tickets sit for hours on the wrong side of a timezone.
Frequently asked questions
What's your first-response SLA?
Retainer clients get 15-minute first-response SLAs on 24/7 tiers, 4-hour on business-hours tiers. Both are enforced with dashboards and monthly reporting.
Do you use our existing support stack?
Yes. Zendesk, Freshdesk, Intercom, HubSpot, Discord bots, Telegram admin roles — we integrate into what you already use.
Can support engineers escalate to your team?
Absolutely. We build escalation trees so critical issues route to your on-call engineer with all the triage context already attached.
Ready to get started?
Tell us about your platform and we'll scope a program around your integration goals. Retainers start at $3,000/month.