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

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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.

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Upgrades and patches

For the full inference system, gateway updates go through Ryvn. You review the release, then approvals, maintenance windows, and release channels decide when the agent applies it. OrangeLine on other GPU hosts is a new image tag. OrangeLine-only updates are image pulls. Moving to our gateway later is what unlocks context pruning visualization and intelligence. See Ryvn and Configurations.

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Operational reviews

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, 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 OrangeLine with more GPUs 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 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, OrangeLine, network, capacity, credential, or client related.
  • Coordinating patch or rollback guidance.
  • Helping prepare a diagnostic summary.
Any logs, screenshots, traces, or access shared with Subconscious should follow the customer’s approval and redaction process.