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The Awesome Company, Inc.
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Support · Transparency
Transparency report
Quarterly snapshots of how our support actually performed — response times, AI involvement, grants posture, legal-override events, coverage hours.
1 report published · quarterly cadence per audit policy 40 §11
Snapshot · 2026-Q1
Published Sep 10, 2026 · quarterly cadence
Median first response (Enterprise)
18.0m
SLA breaches
3
2 distinct reasons
AI-assist rate
42%
31% escalated
Legal-override events
0
3-party WebAuthn-asserted
Response times by tier
Median and p95 first-response time per tier (milliseconds).
| Tier | Median | p95 |
|---|---|---|
| enterprise | 18.0m | 1.0h |
| scale | 45.0m | 2.0h |
| pro | 5.0h | 7.0h |
| starter | 18.0h | 1.0d |
Top issue categories
Sorted by ticket volume.
- integration47
- billing31
- agentic22
- compliance14
- fraud8
5-dimension satisfaction averages
Speed · Knowledge · Friendliness · Follow-through · Outcome (each 1–5, period mean).
Speed
4.5
/ 5.0
Knowledge
4.7
/ 5.0
Friendliness
4.8
/ 5.0
Follow-through
4.4
/ 5.0
Outcome
4.6
/ 5.0
Grants posture
How many access grants came from where + their outcomes.
Customer-initiated grants
64
Pull-style (customer authored the scope)
Admin-requested grants
18
Push-style (staff requested + customer approved)
E2EE tickets
2
Per ADR-035 (X25519 DH in-browser)
Reverse-direction outreach (opt-in per founder Q11)
Intramedial initiates contact when we see a problem; this tracks how those outreaches landed.
Sent
3
Ignored
0
Acked
3
Escalated
0
Coverage hours · actual vs target
Per-region staffing hours actually delivered vs the hours the backend declared.
- weur168h / 168h target
- enam168h / 168h target
Snapshots are append-only. Once a quarter ships, the row is signed + frozen. We never edit a published snapshot — corrections land as a follow-up row with a `correction_of` pointer. The transparency aggregator cron writes a new snapshot at the end of every quarter (per audit policy 40 §11).