AI Team separates blocked live work, access problems, provider costs, security concerns, scope changes, and routine questions so buyers know what happens next.
Response targets
A live safety issue, access blocker, billing dispute, and routine tuning request should not sit in the same queue.
Critical
Target same-business-day triage during covered hours.
The Agent can be paused, escalated, or routed to operator review before the issue creates more bad work.
Examples: Wrong customer-facing output, suspected private-data exposure, broken access, or a live workflow that cannot continue safely.
High
Target 1 business day for first review after AI Team receives non-secret evidence.
You get the problem assigned to the right setup, access, billing, provider-cost, or quality review path.
Examples: Approval delays, provider usage concerns, missing permissions, wrong routing, blocked follow-up, or disputed pass-through usage.
Standard
Target 2 business days for first review after AI Team receives enough context.
You avoid vague back-and-forth because AI Team can compare the issue against the approved scope and run evidence.
Examples: Changed workflow expectations, unclear handoff rules, dashboard questions, report questions, or recurring low-risk output gaps.
Scope review
Routed through setup review before AI Team changes live operation.
Price, approval rules, access, provider spend, QA, and risk are confirmed before the Agent takes on new work.
Examples: New systems, higher volume, public posting, refunds, finance impact, regulated records, voice work, or 24/7 human coverage.
Coverage basis
This avoids unclear promises and tells buyers what must be agreed before they rely on faster or round-the-clock escalation.
Escalation rules
Buyers get safer outcomes when AI Team handles support as an operating control, not just an inbox.
When an Agent may create bad work, expose private data, overspend, or act outside scope, AI Team can pause the workflow before normal support follow-up finishes.
Agent name, expected result, date range, request ID, provider context, and non-secret examples help AI Team decide the next action faster.
If a client-owned tool, vendor API, billing account, or permission path fails, AI Team can route the issue but may need the client or provider to fix the account.
Suspected credential exposure, private-data exposure, suspicious access, or public availability impact moves to operator and incident review.
Standard Agents are monitored and reviewed through defined operating coverage. Continuous human escalation or custom response terms need a separate agreement.
Public targets help buyers plan. The checkout, order form, support terms, DPA, service policy, and legal terms control formal obligations.
Coverage limits
This keeps routine Agents affordable and makes higher-risk coverage explicit before the buyer relies on it.
Related controls
When the answer affects scope, access, cost, security, or data handling, AI Team routes the issue to the control that decides the outcome.
FAQ
These answers help buyers understand what AI Team can handle through standard support and what needs custom terms.
No. They explain AI Team's public support posture for buyers. Formal response windows, service credits, coverage hours, and remedies come from the applicable checkout, order form, support terms, DPA, and legal terms.
Not by default. Standard Agents use defined operating coverage, approval rules, monitoring, and exception handling. Continuous human escalation, regulated workflows, or emergency coverage require custom scope and pricing.
A clear request with the Agent name, expected result, date range, request ID when available, non-secret examples, provider context, approval context, and business impact gives AI Team enough evidence to triage the issue.
AI Team can identify the likely blocker, pause affected work, and tell the client what account owner or provider action is needed. AI Team cannot override a third-party vendor account, billing issue, revoked permission, or rate limit the client controls.
Support becomes review when the fix needs new systems, higher volume, new permissions, customer-facing autonomy, finance impact, extra provider spend, different approval rules, or more human coverage than the current Agent includes.