Real humans. Real response times. No tier-1 ticket queue.
Four ways to reach us, sorted by urgency — not by org chart. Direct line for critical escalation when the floor is on fire. CSM Slack DM for the day-to-day. Email when it isn’t blocking. Public docs when you’d rather just read.
P0 critical-escalation line · P1 CSM Slack · P2 email · self-serve docs
4 ways to get help
Every channel here is a real human, a real inbox, or a real document. None of it routes through a tier-1 outsourced help desk. Pick the channel that matches the severity — we’ll never push you up the ladder if you guessed wrong.
When the floor is on fire, call.
A direct line for critical escalation — not a switchboard, not a forwarded line, not an AI receptionist pretending. If prod is down, you suspect a breach, you have a billing dispute, or anything is blocking your team, this is the number.
Response target
Business hours · escalation path for critical
Use case
Prod down. Breach suspected. All reps blocked. Billing dispute over $5K. Anything blocking the floor.
Every pilot dealer gets a direct CSM.
A shared Slack channel with your CSM goes up the day you sign. Direct DM, business-hours coverage, on-call rotation for P0 + P1 outside business hours. The CSM knows your store, your config, your DMS quirks — you don't re-explain context every ticket.
Response SLA
4h business · 24h after-hours
Use case
Feature questions. Training. Integration nuances. Single rep blocked. Single-feature regression. Day-to-day operator questions.
Real inboxes. Real humans. No tier-1 routing.
Four specialized inboxes — pick the one closest to the question. Every email is read by a human within the SLA window. No "a representative will be with you shortly" auto-replies followed by silence.
Response SLA
24h weekday · 72h after-hours
Use case
Feature question. Training request. "Is this normal?" Docs gap. Feature suggestion. Cosmetic feedback. Anything that isn't blocking.
Indexable, no login, no email gate.
The reference set every dealership operator can read without signing up. We publish the API docs, the security posture, the AWAIS playbook, the operator handbook, the glossary, and our in-group vocabulary. If the answer lives here, you don't need to wait for a human.
Availability
Always on · cached at the edge
Use case
Looking up an endpoint. Reading the operator handbook. Understanding a term. Reviewing security architecture. Browsing the AWAIS playbook.
The contrarian bit
The four things every other vendor does that we deliberately refuse. If any of these change, this page is the first thing that gets edited — not the last.
Severity definitions
We don’t enforce severity levels — you tag it, we trust it. The honest tag gets you the right channel and the right speed.
System status
Before you call — check the public dashboards. If the answer is “something is broken right now,” we probably already know.
Office hours · coverage windows
Eastern time. The critical-escalation line is staffed during business hours with an on-call rotation for true P0 emergencies. The CSM line covers off-hours P0–P1 only. Email is weekday business hours with after-hours triage for emergencies.
Critical-issue escalation line
Business hours · on-call escalation for critical
Real human. Direct line for critical escalation. No IVR.
CSM Slack DM
M–F 8am–7pm ET
Off-hours on-call for P0–P1 only. No P2 outside business hours.
Email tickets
M–F 7am–9pm ET
Off-hours triage on P0–P1; P2–P3 picked up next business day.
Public docs
Always on
Cached at the edge. No login. Indexable. No email gate.
What we ask of you
Support works both ways. The faster you give us this, the faster we close the loop.
Severity-tag honestly.
If it’s really P0, call. If it’s P2, email. The honest tag gets you the right speed.
Repro steps for bugs.
URL, the action you took, what you expected, what happened. A 30-second screen recording beats a paragraph.
Patience on P2–P3.
Non-urgent goes into the queue. We work it in order. If it moves to P1, tell us and we move it up.
Permission to anonymize resolved patterns.
If your support thread teaches us something, we’d like to write it up for internal training — anonymized, no store name, no PII.
Not signed yet?
If you’re a prospective customer, you don’t need an SLA — you need a demo and a copy of the pilot playbook. Both are below, both are free, neither requires a call.
The promise
“Real humans. Real SLAs. No tier-1 queue.”
— Ricardo Gamon, founder. 20-year operator (Sales → F&I → GSM).
Gladius Technologies LLC · Tampa, FL · 2026