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Customer success starts after the initial deployment is working and pilot users are connected. The goal is to keep the Subconscious Inference System healthy, make upgrades predictable, improve cost-performance over time, and help adoption grow across the engineering organization.

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Support model

After onboarding, the customer support channel remains open and the assigned Subconscious FDE remains the primary point of contact. Support commonly includes:
  • Deployment and configuration questions.
  • Operational troubleshooting.
  • Upgrade and patch coordination.
  • Performance reviews.
  • New model or route configuration.
  • Guidance for expanding coding-agent adoption.
  • Help interpreting logs, metrics, deployment status, and usage patterns.
Support access to the customer environment is not required by default. When access is needed, it should be customer-approved, scoped, logged, time-bound, and revoked when the support task is complete. See Compliance for the security framing.

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Upgrades and patches

Subconscious delivers upgrades and patches through the software distribution process. The customer controls approval and deployment cadence unless they explicitly choose an assisted policy. Common options include:
  • Opt-in upgrades approved by the customer.
  • Scheduled upgrades during customer-approved maintenance windows.
  • Automatic or FDE-assisted update pushes in assisted self-managed deployments.
  • Emergency security patch coordination for critical vulnerabilities.
Upgrade planning usually covers release notes, vulnerability evidence, compatibility, rollback process, maintenance windows, and customer communication. See Distribution Platform and Configurations for more detail.

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Operational reviews

Operational reviews help confirm that the deployment continues to meet customer goals as adoption grows. Review topics may include:
  • Usage trends by model, team, key, or time period.
  • Cost and GPU utilization.
  • Latency, throughput, and error rates.
  • Route health and model performance.
  • User adoption and pilot feedback.
  • Support history and recurring operational issues.
  • Expansion opportunities and new model needs.
These reviews can be lightweight monthly digests, quarterly meetings, or customer-specific check-ins depending on the deployment size and rollout stage.

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Expanding adoption

Most customers start with a small pilot group before broad rollout. Expansion usually happens after the team validates model quality, API Gateway reliability, limits, observability, and support workflows. Expansion planning usually includes:
  • Adding more pilot teams.
  • Creating new API keys or key ownership patterns.
  • Adjusting limits based on real usage.
  • Adding or tuning model routes.
  • Scaling the Inference Runtime with more GPU resources behind the API Gateway.
  • Updating internal setup instructions for coding agents.
  • Sharing training material with additional engineering teams.

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Incident support

The customer owns incident response for the Subconscious Inference System in its environment. Subconscious supports investigation and remediation when requested. During an incident, support may include:
  • Reviewing deployment status, route health, logs, metrics, and recent changes.
  • Helping identify whether the issue is API Gateway, route, Inference Runtime, worker, network, capacity, credential, or client related.
  • Coordinating patch or rollback guidance.
  • Helping prepare a support bundle or diagnostic summary.
Any logs, screenshots, traces, or access shared with Subconscious should follow the customer’s approval and redaction process.