Support & Troubleshooting

How to get help when you need it—and what to do when things don’t work as expected

How Support Works

Support Channels

Multiple channels to keep you connected

Email Support

Email: support@terratech.ai (example)
Response times vary by bundle
Best for: Non-urgent questions, configuration requests, general support

Client Portal

Submit tickets
Track support requests
Access knowledge base
Review agent activity

Dedicated Slack/Chat Channel

Real-time communication
Quick questions and answers
Urgent issue reporting
Best for: Immediate needs

Scheduled Calls

Growth: Monthly (optional)
Autopilot: Bi-weekly
Schedule through portal or email

Response Times

Know what to expect from our support team

Foundation

Standard: 24-48 hours
Urgent issues: Same business day
Critical failures: Within 4 hours

Growth

Standard: 12-24 hours
Urgent issues: Within 4 hours
Critical failures: Within 2 hours
Monthly check-in call available

Autopilot

Standard: Same business day
Urgent issues: Within 2 hours
Critical failures: Within 1 hour
Dedicated support channel
Bi-weekly strategy calls

Business Hours:

Monday-Friday, 9 AM – 6 PM Eastern Time

After Hours:

Critical issues monitored 24/7. Email for urgent matters and on-call team will respond.

What Support Covers

Included Support

Technical Issues

Agent not working as expected
Integration failures
Platform connection problems
Error messages or failures
Performance issues

Configuration Changes

Adjusting agent behavior
Changing notification settings
Updating integration credentials
Modifying rules or triggers
Tone and style adjustments

Training & Guidance

How to use specific features
Best practices for your agents
Optimization recommendations
Understanding agent outputs
Workflow questions

Platform Updates

When integrated platforms change
API updates that affect agents
New features or capabilities
Security patches
Compatibility updates

Not Covered

Custom Development

Building new agents not in catalog
Creating custom integrations
Building specific features
Major scope expansions
Contact us for custom work pricin

Strategic Consulting

Business strategy advice
Marketing strategy
Operational redesign
Process consulting
(Though Growth/Autopilot calls include light strategic guidance)

Content Creation

Writing blog posts
Creating social content
Designing graphics
Video production
(Agents plan and automate, but don’t create from scratch)

Managing Your Tools

CRM setup and management
Social media platform configuration
Email service provider setup
General IT support
(We help with agent integration, not full platform management)

Common Issues & Solutions

Quick fixes for the most frequent problems

Agent Not Triggering

Symptoms

Agent should have activated but didn’t
No notifications received
Expected action didn’t happen

Common Causes

Trigger conditions not met
Platform connection issue
Incorrect configuration
Rate limiting (Instagram, LinkedIn)

What to Do

Check if trigger conditions were actually met
Verify platform connection is active
Review agent configuration settings
Contact support if issue persists

What We Do

Check agent logs for errors
integration status
Test trigger manually
Fix configuration if needed
Update you on resolution

Agent Output Quality Issues

Symptoms

Content doesn’t match your style
onses are off-brand
Tone isn’t right
Information is incorrect

Common Causes

Configuration needs refinement
New scenario not covered by rules
Platform data changed
Brand guidelines unclear

What to Do

Provide specific example of issue
Explain what you expected instead
Share context or rules for this situation
Request configuration adjustment

What We Do

Analyze configuration
Propose adjustments
Implement approved changes
Test and verify improvement

Integration Failures

Symptoms

Connection failed” errors
Data not syncing
Actions not executing in platform
Authentication errors

Common Causes

Credentials expired or changed
Platform API changes
Permissions revoked
Rate limits reached

What to Do

Check if you changed any passwords
Verify platform access is still active
Look for any platform error emails
Contact support with error details

What We Do

Diagnose connection issue
Re-authenticate if needed
Update integration to match platform changes
Test connection thoroughly
Monitor for recurring issues

Performance Issues

Symptoms

Slow response times
Delays in processing
Notifications arrive late
Actions take longer than expected

Common Causes

Platform API slowdowns
High volume processing
Network issues
Resource constraints

What to Do

Note specific examples with timestamps
Describe expected vs actual timing
Check if it’s consistent or occasional
Report to support

What We Do

Analyze performance metrics
Identify bottlenecks
Optimize configuration
Scale resources if needed
Coordinate with platform providers if necessary

Getting Great Support

When You Contact Support

Provide This Information

For Technical Issues

Which agent is involved
What you expected to happen
What actually happened
When it happened (date/time)
Any error messages
Screenshots if relevant

For Configuration Requests

Which agent to modify
What needs to change
Why you want this change
Examples of desired behavior
Any time constraints

For General Questions

What you’re trying to accomplish
What you’ve already tried
Context about your situation
Urgency level

Performance Tests

Agents respond within acceptable timeframes, no bottlenecks or delays, resource usage is efficient, systems remain stable.

Better Requests Get Faster Results

LG04 missed a form submission at 2 PM today.
Email confirmation was received, but no Slack alert came.
Please check and fix the Slack notification capture.
CA04 posts sound too formal — we want a more casual tone

Knowledge Base & Self-Service

Available Resources

Knowledge Base

Agent usage guides
Integration tutorials
Common troubleshooting steps
Best practices
FAQ articles
Video walkthroughs

Client Portal

Agent activity logs
Performance metrics
Recent notifications
Support ticket history
Billing and account info

Monthly Updates

New features
Platform updates
Optimization tips
Case studies

Proactive Support

How We Prevent Issues

Monitoring

Continuous agent health checks
Integration status monitoring
Performance metrics tracking
Error rate analysis
Platform change monitoring

Maintenance

Regular configuration reviews
Platform update adaptations
Performance optimizations
Security updates
Quality checks

Communication

Advance notice of platform changes
Proactive issue resolution
Optimization recommendations
Best practice sharing
Regular check-ins (Growth & Autopilot)

Your Time Investment

Bundle	Review Sessions	Time Per Session	Total Time
Foundation	2-3 sessions	15 minutes each	45 min total
Growth	3-4 sessions	15-20 minutes each	1 hour total
Autopilot	4-6 sessions	20-30 minutes each	2 hours total

These happen over several days, not all at once.

Scheduled Maintenance

Regular Maintenance Windows

When We Perform Maintenance

Typically Sunday nights 2-4 AM Eastern
Advance notice given (7 days minimum)
Agents may be briefly unavailable
Critical agents prioritized for minimal downtime

What Maintenance Includes

System updates
Performance optimizations
Security patches
Database maintenance
Infrastructure improvements

Your Impact

Usually none—agents queue actions during maintenance
Brief delays possible (minutes, not hours)
No action required from you
Advance notification always provided

Common Questions - FAQ

Common Questions

How quickly will you respond? ▼

Depends on bundle and severity. See response times above. Urgent issues always get priority.

Can I call someone? ▼

Growth and Autopilot include scheduled calls. For urgent issues, emergency contact is available.

What if I need help outside business hours? ▼

Email for critical issues—on-call team monitors 24/7. Non-critical issues addressed next business day.

Do I need to create a ticket for every question? ▼

No—email works fine. We'll create tickets internally for tracking.

Can I request new features? ▼

Yes! We track all requests and build what makes sense for multiple clients.

What if I'm not satisfied with support response? ▼

Escalate to us directly. We want you happy and will work to resolve concerns.

Emergency Contact Section

Emergency Contact

When you need immediate help - we're here 24/7

🚨 Emergency Contact Information

For true emergencies only - our team responds within 1-2 hours maximum

📧

Email Support

urgent@terratech.ai

Subject: URGENT - [Brief Description]

📞

Emergency Hotline

+1 (800) 555-1234

Available 24/7 for critical issues

⚡ Emergency Contact Process:

Call or email using contacts above
Use "URGENT" in subject line (email)
Include: Business impact & timeline need
Expect response within 1-2 hours maximum

✅

True Emergencies Only

Complete agent failure affecting revenue
Security breach suspected
Data loss or corruption
Customer-facing disaster
Time-critical failure (event, campaign, deadline)

❌

Not Emergencies

Questions or guidance needs
Minor issues with workarounds
Optimization requests
Non-urgent configuration changes
General support inquiries

Use regular support channels for these

Support & Troubleshooting

How Support Works

Support Channels

Email Support

Client Portal

Dedicated Slack/Chat Channel

Scheduled Calls

Response Times

What Support Covers

Included Support

Technical Issues

Configuration Changes

Training & Guidance

Platform Updates

Not Covered

Custom Development

Strategic Consulting

Content Creation

Managing Your Tools

Common Issues & Solutions

Agent Not Triggering

Symptoms

Common Causes

What to Do

What We Do

Agent Output Quality Issues

Symptoms

Common Causes

What to Do

What We Do

Integration Failures

Symptoms

Common Causes

What to Do

What We Do

Performance Issues

Symptoms

Common Causes

What to Do

What We Do

Getting Great Support

When You Contact Support

For Technical Issues

For Configuration Requests

For General Questions

Performance Tests

Better Requests Get Faster Results

Knowledge Base & Self-Service

Available Resources

Knowledge Base

Client Portal

Monthly Updates

Proactive Support

How We Prevent Issues

Monitoring

Maintenance

Communication

Your Time Investment

Scheduled Maintenance

Regular Maintenance Windows

When We Perform Maintenance

What Maintenance Includes

Your Impact

Common Questions

Emergency Contact

🚨 Emergency Contact Information

Email Support

Emergency Hotline

True Emergencies Only

Not Emergencies

1 (800) 1234567

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