Services / Technical Support
Client Troubleshooting Assistance for Technical Products
When a customer says 'it's broken', someone has to actually figure out why. Cohortea provides engineer-led troubleshooting that gets to root cause — not the sanitized escalation summary that shows up in your engineering channel.
What we deliver
- Live troubleshooting with customers on Discord, Zoom, or shared consoles
- Root-cause analysis with reproduction steps
- Bug tickets filed in your issue tracker with technical detail
- Post-resolution documentation so the same issue is self-serve next time
- Weekly summary of top issue categories and doc gaps
How Cohortea helps
We debug alongside customers. Screen shares, log paste-ins, git blame in a paired session — whatever it takes to reproduce and diagnose. Escalations to your team come with a real ticket, not a support summary.
Every closed ticket becomes an artifact. Docs updates, runbook entries, or FAQ additions — so the pattern gets deflected next time instead of re-escalated.
We categorize aggressively. When 30% of tickets in a month are the same wallet mismatch, we're the ones telling you the docs need a warning box on that page.
When to use this
Bring us in when your engineers are getting pinged 5 times a day with 'can you look at this ticket?', when your community has passed the point where founders can debug in Discord themselves, or when your CSAT is being dragged down by unresolved integration issues.
Frequently asked questions
How do you get context on a new customer's setup?
We build an intake protocol: what SDK version, what network, what steps, what error. That structured intake means our first message is diagnostic, not a request for more info.
Do you screen-share with customers?
Yes, when it accelerates resolution. Most troubleshooting is async in Discord/Intercom threads, but complex issues get a 30-minute live session.
What if we don't have a mature bug tracker?
We can work in Linear, GitHub Issues, Jira, or spin up a lightweight tracker if you're pre-formal. We adapt to your stack.
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.