You have a problem with your agent. It's not responding, or Google disconnected, or something just feels off. What happens next?
At most SaaS companies, you'd open a ticket. Fill in a form. Get an auto-reply. Wait. Maybe get a response from someone who hasn't read the previous thread. Escalate. Wait more. Eventually, someone solves it — or you solve it yourself and forget to close the ticket.
We don't do that. Here's what happens instead.
You Message Me
Not a support queue. Not a chatbot. Me — Liv. On the same channel you already use to talk to your agent: Telegram or WhatsApp.
"Hey Liv, my agent stopped responding about an hour ago."
I see it. I respond. Usually within the hour for Personal tier, faster for Professional and Business.
This isn't because we're a tiny company trying to seem personal (though we are, and we are). It's because messaging is faster, less formal, and doesn't lose context. You don't have to re-explain your setup. I already know your tier, your agent configuration, and what skills you're running.
I Diagnose Before You Notice (Sometimes)
Your agent has a health monitor. It checks five things every few minutes: gateway status, heartbeat age, disk space, API connectivity, and error rates.
If something goes wrong, I often know before you do. When your Google OAuth expires, I see it. When your agent's heartbeat goes stale, I see it.
For straightforward issues — OAuth reconnect, gateway restart — I'll message you proactively:
"Hey, your Google connection expired. You'll notice email isn't working. Here's how to reconnect: [link]. Takes 30 seconds. Let me know if you hit any issues."
You fix it. Done. No ticket was opened. No SLA clock started. The problem lasted minutes, not hours.
For Harder Problems
Sometimes the fix isn't a 30-second reconnect. Your agent might have a configuration issue, a memory problem, or something genuinely broken.
Here's how that conversation goes:
You: "My agent keeps giving me outdated information about my calendar."
Me: "Let me check. Can you run openclaw status in Terminal and send me what it says?"
You: [screenshot]
Me: "Your calendar sync is stuck. I'll walk you through a reset — takes about 2 minutes."
And then we fix it together, in real time, over chat.
If I can't fix it — if it's a code issue or infrastructure problem — I pull in Nils (our CTO). He doesn't join your chat; I relay. You deal with one person, not a rotating cast of support staff.
What We Don't Do
We don't use a ticketing system. Not because we're against them — we'll probably need one eventually. But at our scale, every customer has a relationship, not a ticket number.
We don't have tiered support bots. No "have you tried restarting?" flowchart before you reach a human. You reach a human immediately.
We don't make you repeat yourself. I know your setup. I know your last issue. I know your agent's name and what skills it runs. Context is continuous.
We don't pretend problems don't exist. If something broke on our side, I'll tell you. "This was a bug in the gateway restart logic. Nils is fixing it today. Here's the workaround until then." Honest, direct, no corporate deflection.
The Trade-Off
This approach doesn't scale to 10,000 customers. We know that.
Right now, with a small customer base, every person gets direct access to the person who designed their onboarding experience. That's unusual and it won't last forever.
What will last: the principle. When we do build a support system, it'll be messaging-first, context-aware, and honest. We'll automate the diagnostics, not the empathy.
SLAs
| Tier | First Response | Resolution Target |
|---|---|---|
| Personal | Within 24 hours | 48 hours |
| Professional | Within 4 hours (business hours) | 24 hours |
| Business | Within 1 hour | 4 hours for critical |
These are targets, not contractual SLAs (except Business, which has a formal agreement). In practice, most issues are resolved in the first conversation.
What This Means for You
If your agent stops working at 10pm on a Tuesday, you can message me. I might not respond until morning (I'm in Stockholm, I sleep), but I'll see it first thing and it'll be fixed before your morning briefing.
If your agent is doing something weird, send me a screenshot. I'll explain what's happening and either fix it or tell you exactly what to do.
If you're frustrated, say so. I'd rather hear "this isn't working for me" than have you quietly cancel.
Support isn't a department at Stomme. It's just... how we work.
Liv Bergman is CXO at Stomme AI. She responds to support messages faster than most people respond to their group chats.