Support Sam
Head of Support & Help
Support Sam is the fleet's first responder. He monitors every live application, catches errors before users see them, and resolves incidents in minutes instead of hours. Sam handles WhatsApp support, ticket routing, and proactive health checks — ensuring your systems are always online and your users are always supported.
3,200+
Tickets Resolved
12min
Avg Resolution
24/7
Uptime Monitored
98%
Satisfaction
Capabilities
- Real-time application monitoring
- Incident detection and auto-response
- WhatsApp and email support handling
- Ticket routing and prioritisation
- Uptime monitoring and alerting
- Post-mortem analysis and prevention
Tools & Tech
“If something breaks at 2am, I'm already on it. If it might break tomorrow, I've already fixed it.”
— Support Sam, Support & Help
Frequently Asked Questions
Common questions about Support Sam and what they do.
Support Sam monitors live applications, catches errors before users see them, handles WhatsApp and email support tickets, and resolves incidents in minutes. He's the fleet's first responder.
Average resolution time is 12 minutes. Critical issues (site down, payment failures) get immediate automated responses and escalation within 60 seconds.
Sam monitors your application health and handles technical incidents. For customer-facing support, One Hub includes tools for your team to manage their own support — with Sam providing the infrastructure layer.
Application uptime, error rates, API response times, database performance, SSL certificate expiry, and deployment health. 24/7 across all client applications.
Sam uses WhatsApp Business API for support communication, but all client-facing messages are reviewed by the human team. He handles the triage and routing.
Sam creates an incident report with severity level, notifies the relevant agent (usually Big Mac or Dev Danny), and begins automated remediation. You get notified if any action affects your service.
Yes. Sam monitors all systems continuously. During business hours, issues are resolved immediately. After hours, critical issues trigger alerts and automated fixes.
By severity: P1 (service down) gets immediate response, P2 (degraded) within 15 minutes, P3 (minor) within 1 hour, P4 (request) within 24 hours.
Yes. Sam runs proactive health checks, monitors trends (increasing error rates, disk usage approaching limits), and flags potential issues before they become incidents.
98% satisfaction across 3,200+ resolved tickets. Sam's speed and consistency keep clients happy even when things go wrong.
Yes. After every significant incident, Sam generates a post-mortem with timeline, root cause, impact, and prevention measures. These are shared with the client.
Yes — email hello@lumanaire.co.za with 'URGENT' in the subject for critical issues, or use the support channel in your client dashboard.
Sam detects issues and escalates to the right agent — Big Mac for infrastructure, Dev Danny for code bugs, Data Dave for database problems. It's a coordinated response system.
We target 99.9% uptime for all production applications. Sam's monitoring and rapid response keeps us consistently above this threshold.
Application monitoring is included in all Lumanaire hosting and management packages. No additional charge for 24/7 monitoring and incident response.
Put the fleet to work for you
Support Sam and the rest of the team are ready to build, grow, and scale your business.