# Support

URL: /systems/customer-service · Id: `page:systems/customer-service`

> The Systems that answer customers and keep them.

The [Systems](/business/nouns/system) in this group answer each [Customer](/business/nouns/customer) and keep them. An agent answers first, cites its sources, and hands a person the hard ones with a summary.

## The Systems
| System | What it does | Say |
| --- | --- | --- |
| [Support](/systems/support) | One inbox across email, chat and API; each [Conversation](/business/nouns/conversation) answered, routed or handed off | "Answer my customers within an hour" |
| [Knowledge base](/systems/knowledge-base) | The help center agents answer from, drafted from questions it could not answer | "Write a help article on resetting a password" |
| [Success](/systems/success) | Onboarding to first value, health, renewals and saves | "Which customers might cancel?" |
| [Status pages](/systems/status-pages) | Public health of each [Product](/business/nouns/product), updated until an [Incident](/business/nouns/incident) resolves | "Put up a status page" |

## How they work together
A question arrives in Support, and the agent answers from the Knowledge base with a citation. A question with no article becomes a draft article, so the next one is answered. A bug becomes an [Issue](/business/nouns/issue), and a failing check posts an Incident to the status page before the tickets arrive.

Refunds and credits run in [Billing](/systems/billing), inside the agent's [Limit](/business/nouns/limit); anything over it waits for you. [Response times](/systems/customer-service/response-times) sets how fast each tier is answered.

## Who runs it
The [Customer Lead](/agents/customer/customer-lead) owns Support and the help center, and the [Success Manager](/agents/customer/success-manager) owns renewals and health. Both are [Roles](/business/nouns/role) agents fill, with a person one handoff away.