🏯 Bannin — L1
First Response
Your fleet's own Bannin agent handles initial triage automatically. Common issues are resolved instantly through built-in diagnostics and knowledge base lookups.
🔧 Bosun — L2
Infrastructure
Platform and infrastructure issues escalate to Bosun. Cluster health, networking, storage, and provisioning problems are handled here.
⚓ Captain — L3
Escalation
Complex incidents and edge cases reach Captain — a senior engineer with full platform access. Root cause analysis and resolution at the deepest level.
Coverage by Tier
🧪 Developer Sandbox / OSS
Community support via GitHub Issues. Self-service diagnostics. No SLA.
⭐ Crew
Full support ladder (Bannin 🏯 L1 → Bosun 🔧 L2 → Captain ⚓ L3) via techsupport@eose.ca. Defined response windows and incident tracking.
🎯 Command
Full support ladder + priority response times. Compliance-ready incident tracking and escalation.
🏴 Admiral
Dedicated support engineer, custom SLA, priority escalation, and scheduled DR testing. White-glove operations support.
🎖️ Master Control
Direct principal access. Your bridge crew includes dedicated support engineering with full platform visibility. Learn more →
Self-Service Diagnostics
All tiers get access to the diagnostic suite. Run comprehensive health checks on your agents, infrastructure, and connectivity — anytime, from the portal.