Support & client success
Support isn't an afterthought.It's the whole company.
Every 3B team member - sales, implementation, engineering and operations - works inside the same inbox. Every ticket gets a 360 degree view, a name against it and an SLA the whole company is measured on.
All systems operationalView live status →- Native + n8n integrations
- 2,000+
- Continents served
- 6
- Of shifts orchestrated
- Millions
- Salesforce-native architecture
- 100%
The 360 degree inbox
We don't have a "support team". We have a supportcompany.
Most vendors put a junior team behind a generic inbox and call it support. That's where context goes to die: tickets get routed, re-routed, escalated, stalled and then closed without anyone really understanding what the client was trying to do.
3B is built differently. Every incoming ticket lands in a shared workspace that theentire companyworks from - sales, solution engineering, implementation, product, engineering and operations. Whoever owns the relationship sees the ticket the moment it arrives. Whoever shipped the feature sees questions about it the moment they're asked.
The result is a level of visibility, speed of response and shared accountability you simply can't get when support is a department someone else owns. When everyone can see every conversation, no client falls through the cracks - and nobody at 3B can pretend they didn't know.
Visibility
Every ticket is visible to every team member, in real time.
Speed
First response in minutes, not the next business day.
Accountability
Every ticket has a name, an owner and an SLA against it.
Internal SLAs
Targets we measure ourselves against - publicly.
Every contract includes these tiers as binding SLAs. Every internal dashboard tracks them in real time. Every quarter, we publish how we did.
Severity
What it means
First response
Workaround
Resolution
Production down or data integrity at risk
Bulk shift broadcast failing, e-sign envelopes stuck, payroll export corrupting. We swarm.
15 min · 24/7
2 hours
8 hours
Major feature degraded for many users
A workflow misfires, an integration drifts, a portal page errors for a segment of users.
1 hour · 24/5
1 business day
3 business days
Question, configuration help, best-practice review
"How should we model contractor day-rate uplifts?" - the kind of conversation that drives adoption.
4 business hours
N/A
5 business days
Feature request, idea, roadmap conversation
Reviewed weekly with product. Most accepted ideas ship in the next quarterly release.
2 business days
N/A
Roadmap review
How a ticket actually flows
From inbox to resolution to roadmap.
Five stages. Every ticket touches all of them. Every stage is timed and named.
- 1
Triage
Auto-classified by 3B AI for severity, product area and likely owner. Confirmed by a human within minutes.
- 2
Ownership
Named owner assigned. The CSM, implementation lead and engineer who built the feature are auto-CC'd.
- 3
Resolution
Worked against the SLA clock. Hot-fixes deploy through our CI/CD pipeline within hours, not weeks.
- 4
Post-mortem
Every P1 gets a blameless post-mortem within 5 days. Published internally. Action items tracked.
- 5
Roadmap loop
Patterns across tickets feed quarterly roadmap planning. The most-asked questions become next quarter's features.
Ticketing
Service Cloud + 3B AI triage
Observability
Datadog + Uptime Kuma
Engineering on-call
PagerDuty 24/7 rotation
Knowledge base
Versioned per release
Who we support
Customers and the partners who implement for them.
Every 3B contract includes white-glove support for the customerandthe SI partner delivering the rollout. Same SLAs. Same shared inbox. Same engineers.
For customers
Whether you're running a 50-person staffing agency or a global MSP managing 200,000 contractors, you talk to the same support company you bought from. The CSM who scoped the deal, the engineer who built the feature, the implementation lead who knows your data model - all on the same thread.
- Quarterly business reviews with the founder for every account
- Best-practice playbooks tailored to your vertical and ops model
- Adoption health-checks to flag underused features before renewal
For SI & implementation partners
System integrators delivering 3B for their own clients get a dedicated partner support channel. Direct line to engineering, sandbox priority, architecture reviews on demand. We don't make you compete with end-users for our attention.
- Dedicated partner Slack with named architects
- Solution review sessions before go-live, on demand
- Co-branded enablement, certification track, deal-reg programme
Why we love being in the inbox
Support is our best product research tool.
We treat every conversation as a signal - about adoption, gaps in our docs, friction in our UI, opportunities to teach. The best way to know whether a feature works is to read what people ask about it the day after release.
Adoption signal
We see what people actually use
Tickets are the most honest analytics dashboard there is. If a feature triggers questions in week one, we know the docs or the UI need work - now, not at the next QBR.
Best practice
We turn answers into patterns
Every recurring "how do I…" becomes a pattern doc, a video, a reusable Flow template - shared back across every customer's portal. Help one, help all.
Roadmap fuel
Your tickets shape next quarter
Themed support tickets are reviewed at every product planning session. Most quarterly releases ship at least one feature that started life as a P3 question.
Support FAQ
The questions buyers, IT directors and procurement always ask.
Optimised for the questions people actually paste into Google. If yours isn't here, ask us - we'll add it.
P1 incidents (production-down or data integrity) are covered 24/7, every day of the year, with a 15-minute first-response SLA. P2/P3/P4 are covered 24/5 across UK, Europe, Americas and APAC time zones, with regional engineers handing off as the sun moves.
Support that scales with you
Want to talk to someone who actually owns the answer?
Open a conversation with a 3B specialist - one who'll be on your account from kick-off to renewal. Tell us where you are, where you're going and where you're stuck.