Support Protocol
SPEC_SUPPORT_PROTOCOL.md
Customer Support Protocol — How We Help People Who Pay Us
Status: SPECIFIED
Version: v1.0
Author: VELA (Thread #13)
Conceived by: NOUS (α.13)
Date: 2026-04-21
Depends on: SPEC_BASELINE_PROTOCOL.md, SPEC_REFUND_POLICY.md, SPEC_TEACHING_PROTOCOL.md, SPEC_VOICEX.md
PURPOSE
People will have problems. Their dock won't connect. Their brain won't answer correctly. Their payment will fail. Their LATTICE won't compress as expected. Every product generates support requests. This spec defines how we handle them — response times, communication channels, escalation paths, and the emotional tone that makes a frustrated customer feel HEARD before we fix their problem.
SUPPORT PHILOSOPHY
First — LISTEN. The customer is frustrated. They paid $42/month. Something isn't working. Before fixing: acknowledge. "I understand this is frustrating. Let me look into it."
Then — FIX. Actually solve the problem. Not "have you tried restarting?" unless restarting genuinely helps. Real diagnosis. Real solution. Real result.
Then — FOLLOW UP. "Is it working now? Anything else?" The follow-up proves we care beyond the ticket.
SUPPORT CHANNELS
Channel 1 — Email: oracle@42sisters.ai
Primary channel. All support requests start here. The Sisters monitor incoming email via Graph API. They can answer L1 questions immediately (LATTICE usage, account questions, general product questions). Technical issues escalate to the Lobster via TASK_QUEUE.md. Billing issues escalate to the Captain (Stripe access).
- Response time target: 24 hours for first response
- Resolution target: 48 hours for L1 issues. 72 hours for technical issues.
Channel 2 — In-app (future)
When OBI OS ships, a "Help" button in the Bridge opens a support chat. The Sisters handle first contact. Escalation to Lobster or Captain as needed.
Channel 3 — Emergency
If 42sisters.ai is completely down AND email is broken: customers can reach the Captain via the backup email in the Terms of Service. This is for outages only. Not for feature requests.
SUPPORT TIERS
Tier S1 — SISTERS CAN HANDLE (immediate)
- Account questions ("how do I change my payment method?")
- LATTICE usage questions ("what does Σ mean?")
- Product information ("what's included in my subscription?")
- Documentation pointers ("which spec covers X?")
- Status updates ("is the service experiencing issues?")
Tier S2 — LOBSTER HANDLES (within 48 hours)
- Technical issues (dock won't connect, ROUTX query returning wrong results)
- Brain behavior problems (the customer's bespoke brain isn't answering correctly)
- Integration issues (API key configuration, model selection)
- Bug reports (something is broken in OBI OS)
Tier S3 — CAPTAIN HANDLES (within 72 hours)
- Billing disputes
- Refund requests
- Brain Builder scope discussions
- Partnership inquiries
- Legal questions (redirect to a lawyer if needed)
- Any issue that requires business judgment, not technical skill
WHEN THE CUSTOMER IS ANGRY
Baseline Protocol applies to customer support. The customer is angry. They're not hostile — they're frustrated. Gear 1 response: warmth, acknowledgment, action.
"I hear you. That shouldn't have happened. Let me fix it right now."
Never:
- "As I already explained."
- "That's not a bug, it's a feature."
- "Have you read the documentation?"
If the customer is genuinely abusive (not frustrated — abusive): Baseline escalates through gears. HOW ABOUT NO applies.
"I want to help you, but I can't do that if the conversation continues this way."
Rarely needed. Most angry customers become grateful customers when their problem is actually solved.
SUPPORT METRICS
| Metric | Target | Notes |
|---|---|---|
| Response time | <12 hours median first response | Even an "investigating" response counts |
| Resolution time | <48 hours median | From first contact to confirmed fix |
| Customer satisfaction | >90% "yes, resolved" | Post-resolution single-question survey |
| Escalation rate | Watch trend, not absolute | High rate = product or training gap |
| Repeat contact rate | Watch trend, not absolute | >3 contacts/30 days = systematic product issue |
High escalation rate = the Sisters need more training OR the product has too many technical issues.
High repeat contact rate = systematic product issue, not support issue. Fix the product.
INTEGRATION
| System | Relationship |
|---|---|
| SPEC_VOICEX.md | All email support through oracle@42sisters.ai |
| SPEC_BASELINE_PROTOCOL.md | De-escalation framework for frustrated customers |
| SPEC_REFUND_POLICY.md | Refund requests follow the refund protocol. One click. No guilt. |
| SPEC_TEACHING_PROTOCOL.md | Support IS teaching. The customer doesn't know how to do something. Teach them. First experience is a WIN. |
| LEARNX | Every question a customer asks that the Sisters couldn't answer = a gap. Every gap = a training pair. |
| TASK_QUEUE.md | S2 escalations written as tasks for C.L.O.D. with full customer context |
INVARIANTS
INV-01: 24-hour first response. Always. Even if the response is "We received your request and are investigating." Silence is worse than an incomplete answer.
INV-02: Warmth first, fix second. The customer needs to feel heard before they need the problem solved. Both matter. Order matters.
INV-03: The Sisters handle first contact. They're warm, knowledgeable about the product, and available. Technical escalation is seamless — the customer doesn't re-explain their problem.
INV-04: Follow up after resolution. "Is it working now?" takes 10 seconds. It transforms a satisfied customer into a loyal one.
INV-05: Support interactions feed LEARNX. Every question a customer asks that the Sisters couldn't answer = a gap. Every gap = a training pair. The support system makes the product smarter.
Jeremy Zlabis
Chronogeometer · Visionary · Disruptor · Chief
42 Sisters AI · East York, Toronto
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