Enterprise Support Center

Support Center

Helping you build, deploy and scale with confidence.

Search across product guides, API references, troubleshooting, and best practices.

Welcome to the SERGENTA AI Support Center — a comprehensive resource designed to help every customer, developer, and partner succeed with enterprise AI. Whether you are exploring the platform for the first time, integrating APIs into mission-critical systems, or scaling autonomous agents across global operations, our support ecosystem is built to ensure you never navigate complexity alone.

At SERGENTA AI, we view support not as a reactive service but as a proactive partnership. Our Customer Success organisation works alongside your teams from day one — understanding your business objectives, mapping them to platform capabilities, and ensuring that every deployment delivers measurable value. From initial onboarding through long-term optimisation, our goal is to make your journey with SERGENTA AI seamless, productive, and continuously improving.

Our support model is built on four pillars: Enterprise Support for mission-critical environments, Technical Assistance for developers and engineers, Documentation for self-service learning, and Professional Services for organisations that need dedicated expertise. Together, these pillars form a complete support ecosystem that scales with your needs — from a single developer exploring our APIs to a Fortune 500 enterprise running hundreds of autonomous agents in production.

The SERGENTA AI platform — powered by BIOS, our Business Intelligence Operating System — is designed for organisations that take AI seriously. We understand that enterprise AI is not a consumer product. It involves sensitive data, complex integrations, regulatory requirements, and high-stakes decisions. That is why our support organisation is staffed by engineers, architects, and customer success professionals who understand both the technology and the business contexts in which it operates.

Through this Support Center, you can access self-service resources including product guides, tutorials, best practices, and troubleshooting articles. You can contact our support teams directly, open and track support tickets, browse the complete knowledge base, and explore our developer documentation. For enterprise customers, we offer dedicated success managers, technical account managers, strategic reviews, implementation assistance, and executive workshops tailored to your organisation's AI maturity and business goals.

We are committed to long-term partnership. Our most successful customers are those who treat SERGENTA AI not as a vendor but as an extension of their own team — collaborating on architecture, sharing feedback, participating in roadmap discussions, and growing together as the platform evolves. This Support Center is one of the primary touchpoints for that partnership, and we invite you to explore everything it has to offer.

Quick Actions

How can we help?

Start here for the most common support needs.

Contact Support

Reach our support teams

Open a Ticket

Submit a support request

Documentation

Browse product docs

API Reference

Explore developer APIs

Platform Status

Check system health

Customer Portal

Manage your account

Knowledge Base

Search articles & guides

Community

Join discussions

Section 01

Help Center

The Help Center is your starting point for independent learning. We believe that the best support is the kind you can find yourself — quickly, clearly, and at any hour. Our Help Center brings together every self-service resource into one searchable, navigable hub.

Whether you are a developer integrating an API at 2 AM, an operations manager configuring a new agent workflow, or an executive evaluating the platform for enterprise adoption, the Help Center is designed to meet you where you are. Every article is written by our engineering and customer success teams, reviewed for accuracy, and updated as the platform evolves.

Our content philosophy follows Google's Helpful Content Guidelines: we write for humans first, we answer real questions, and we avoid filler. Every guide has a clear purpose, a logical structure, and actionable takeaways. If you cannot find what you need, our support teams are always available to help — but we invest heavily in self-service resources because we know that the fastest resolution is often the one you find yourself.

Product Guides

Comprehensive guides covering every module of the SERGENTA AI platform, from BIOS configuration to agent orchestration.

Tutorials

Step-by-step tutorials that walk you through real-world scenarios — from your first API call to deploying multi-agent systems in production.

Best Practices

Learn from our engineering team's experience. Discover proven patterns for architecture, security, performance, and scaling.

FAQs

Quick answers to the most frequently asked questions about the platform, pricing, integrations, and enterprise deployment.

Troubleshooting

Diagnose and resolve common issues with structured troubleshooting guides, error references, and resolution pathways.

Video Tutorials

Visual, guided walkthroughs for key workflows — ideal for onboarding new team members and learning at your own pace.

Step-by-Step Guides

Detailed, sequential instructions for complex configurations, migrations, and enterprise rollouts.

Release Notes

Stay informed about platform updates, new features, improvements, and breaking changes with each release.

Search Tips

Use specific keywords in the search bar above. For example, searching BIOS configuration or agent authentication will surface the most relevant articles. You can also browse by category using the navigation in each section.

Section 02

Contact Support

When self-service resources are not enough, our support teams are here to help. We offer multiple contact channels tailored to different needs — from general inquiries to enterprise-grade technical support.

SERGENTA AI operates a tiered support model. The level of support available to you depends on your subscription plan and commercial agreement. All customers, regardless of plan, have access to our documentation, knowledge base, and community resources. Enterprise customers receive additional benefits including dedicated success managers, priority response times, and access to our technical account management team.

To ensure that your request reaches the right team quickly, please use the appropriate channel below. When contacting support, include as much context as possible: your organisation name, the specific product or feature involved, steps to reproduce any issue, and the business impact. The more detail you provide, the faster we can resolve your request.

General Support

Questions about the platform, account, or general usage.

Response within 24 business hours.

Technical Support

API issues, integration problems, bugs, and technical errors.

Response within 8 business hours.

Sales Support

Pricing, plans, licensing, and commercial discussions.

Response within 1 business day.

Enterprise Support

Dedicated support for enterprise customers with SLAs.

Response per your SLA agreement.

Billing Support

Invoices, payments, subscriptions, and billing inquiries.

Response within 2 business days.

Partnership Requests

Strategic partnerships, integrations, and collaboration.

Response within 3 business days.

Response Time Expectations

Response times are measured in business hours (Monday to Friday, 08:00 to 18:00 CET). Enterprise customers with dedicated SLAs receive priority routing. Critical production-impacting incidents are handled with urgency regardless of plan — if you are experiencing a service outage, please contact us immediately and mark your request as urgent.

Section 03

Customer Portal

The Customer Portal is being developed as a centralised workspace where customers can manage every aspect of their relationship with SERGENTA AI — from subscriptions and licences to support tickets and implementation resources.

We are building the Customer Portal to give organisations full visibility and control over their SERGENTA AI environment. Today, many of these capabilities are managed through your account team and support representatives. As the portal matures, an increasing number of self-service capabilities will become available directly within the platform.

The portal is designed for enterprise customers who need a single, unified view of their deployment. It brings together billing, user management, support, and project tracking — eliminating the need to navigate multiple systems or contact different teams for routine tasks.

Manage Subscriptions

View, upgrade, or modify your subscription plans.

Manage Licences

Allocate and track user licences across your organisation.

View Invoices

Access billing history, download invoices, and manage payment methods.

Open Support Tickets

Create, track, and manage support requests from one place.

Track Requests

Monitor the status and progress of all your support interactions.

Download Documents

Access contracts, agreements, and important documentation.

Access Contracts

Review your commercial agreements and SLA terms.

Manage Users

Invite team members, assign roles, and control access.

View Project Progress

Track implementation milestones and deployment status.

Access Implementation Resources

Find onboarding materials, checklists, and guides for your deployment.

Availability

The Customer Portal is being rolled out incrementally. Some features are available today through your account team; others are in active development. If you need access to specific capabilities, please contact your customer success manager or reach out to our support team.

Section 04

Knowledge Base

The Knowledge Base is a living library of technical documentation, configuration references, and operational guidance. It is the definitive source of truth for how the SERGENTA AI platform works — from high-level architecture to granular configuration parameters.

Every article in the Knowledge Base is authored by our engineering and product teams, reviewed for technical accuracy, and versioned alongside platform releases. We treat documentation as a product — not an afterthought — because we know that clear, comprehensive documentation is the foundation of a great developer experience.

The Knowledge Base is organised by topic and skill level. Whether you are a business user looking for a high-level overview or a senior engineer implementing a complex integration, you will find content tailored to your needs. Articles include conceptual explanations, practical examples, code snippets, and links to related resources for deeper exploration.

Product Documentation

Complete reference for every SERGENTA AI product, module, and feature.

Setup Guides

Get started quickly with environment setup, initial configuration, and first deployment.

Configuration

Detailed configuration references for platform settings, agent parameters, and workflows.

AI Agents

Understand agent types, capabilities, configuration, and orchestration patterns.

BIOS

Deep-dive into the Business Intelligence Operating System — architecture, modules, and extensibility.

Integrations

Connect SERGENTA AI with your existing systems, tools, and data sources.

APIs

Full API reference, authentication, rate limits, and example requests.

Authentication

Security models, token management, SSO, and access control configuration.

Security

Security architecture, data protection, compliance, and best practices.

Troubleshooting

Step-by-step diagnostic guides for common issues and error scenarios.

Documentation Philosophy

We follow the principle of docs-as-code: documentation lives in the same repository as the platform, is reviewed in the same pull requests, and ships with every release. This ensures that what you read always matches what we ship.

Section 05

Documentation

Our documentation is designed to be the only resource a developer or administrator needs to fully understand, configure, and extend the SERGENTA AI platform. It is structured progressively — from getting started guides for newcomers to deep architectural references for senior engineers.

We invest heavily in documentation because we know that developer experience is not just about APIs — it is about the entire journey from signing up to deploying a production system. Every guide is written with a clear audience in mind, includes working code examples, and is tested against the current platform version.

Getting Started

Quickstart guides, environment setup, and your first API call.

  • Account setup
  • API keys
  • First request
  • SDK installation

Developer Guides

In-depth guides for developers building on SERGENTA AI.

  • Authentication
  • Rate limiting
  • Error handling
  • Webhooks
  • Pagination

Architecture

Platform architecture, design principles, and system overview.

  • BIOS architecture
  • Agent orchestration
  • Data flow
  • Scalability

SDKs

Official SDKs for popular programming languages.

  • JavaScript / TypeScript
  • Python
  • REST API
  • Community SDKs

APIs

Complete API reference with examples.

  • REST endpoints
  • GraphQL
  • WebSocket events
  • Batch operations

MCP

Model Context Protocol integration and extensions.

  • MCP overview
  • Server setup
  • Tool definitions
  • Security model

Integrations

Connect with third-party systems and tools.

  • Google Workspace
  • Microsoft 365
  • Slack
  • CRM systems
  • Databases

Security & Compliance

Security configuration and compliance documentation.

  • Data encryption
  • Access control
  • Audit logs
  • GDPR
  • SOC 2
Browse full documentation

Section 06

Enterprise Support

For organisations running SERGENTA AI in mission-critical environments, we offer a comprehensive enterprise support programme. This goes beyond reactive ticket resolution — it is a proactive partnership designed to maximise the value of your investment and ensure long-term success.

Enterprise support is built on the principle of assigned ownership. When you become an enterprise customer, you are not opening tickets into a queue — you are gaining a team. Your dedicated success manager and technical account manager become deeply familiar with your organisation, your use cases, and your technical environment. This context enables faster resolutions, more relevant guidance, and proactive recommendations that prevent issues before they occur.

Our enterprise support model is inspired by the best practices of companies like Microsoft, AWS, and Google Cloud — but tailored to the unique challenges of enterprise AI. AI systems are not static; they evolve, they learn, and they require ongoing tuning. Our enterprise support programme is designed to support that lifecycle — from initial deployment through continuous optimisation and scaling.

Dedicated Success Managers

A named customer success manager who understands your business, your goals, and your deployment — serving as your primary point of contact and internal advocate.

Technical Account Managers

Senior engineers assigned to your account for deep technical guidance, architecture reviews, and proactive issue prevention.

Strategic Reviews

Regular business reviews covering platform adoption, value realisation, roadmap alignment, and success planning.

Implementation Assistance

Hands-on support during implementation — from initial architecture through deployment, testing, and go-live.

Enterprise Training

Customised training programmes for your teams — from developer workshops to executive briefings on AI strategy.

Executive Workshops

Facilitated sessions for leadership teams covering AI readiness, opportunity identification, and strategic roadmapping.

Solution Architecture Guidance

Expert guidance on designing solutions that leverage SERGENTA AI effectively within your existing technology landscape.

Service Availability

The availability of enterprise support services depends on the customer's subscription plan and commercial agreement. Dedicated success managers, technical account managers, and SLA-backed response times are included in enterprise plans. Please contact our sales team to discuss the right plan for your organisation.

Section 07

Professional Services

Our Professional Services team brings deep expertise in AI engineering, solution architecture, and enterprise deployment. Whether you need strategic guidance, hands-on engineering, or full implementation support, we offer services tailored to your organisation's needs and maturity.

Professional Services are available to all customers, with prioritised access for enterprise plan subscribers. Our team consists of senior engineers, architects, and consultants who have designed and deployed AI systems across industries — from manufacturing and finance to healthcare and government. We bring this cross-sector experience to every engagement, helping you avoid common pitfalls and accelerate time-to-value.

Engagements range from short, focused consulting sessions to multi-month implementation projects. We work in collaborative mode — pairing our experts with your teams to ensure knowledge transfer, not just delivery. By the end of an engagement, your team should be fully equipped to maintain, extend, and evolve the solutions we build together.

AI Strategy

Develop a clear, actionable AI strategy aligned with your business objectives — from opportunity assessment to roadmap creation.

AI Engineering

Hands-on engineering support to build, train, and deploy AI models and agents tailored to your specific use cases.

Solution Architecture

Design end-to-end solution architectures that integrate SERGENTA AI with your existing systems, data, and workflows.

Agent Development

Custom agent development — from single-purpose agents to complex multi-agent orchestration systems.

Workflow Design

Analyse, design, and implement intelligent workflows that automate business processes and improve efficiency.

Integrations

Build robust integrations between SERGENTA AI and your CRM, ERP, data warehouse, and other enterprise systems.

Migration Projects

Migrate from legacy systems to SERGENTA AI with minimal disruption — including data migration, testing, and cutover.

Custom Development

Bespoke development for capabilities not available out-of-the-box — from custom modules to specialised tools.

Enterprise Deployment

Plan and execute enterprise-wide deployments — including multi-environment setup, rollout strategy, and change management.

Consulting

Strategic and technical consulting to help your organisation navigate the complexities of enterprise AI adoption.

Engagement Model

Professional Services engagements are scoped collaboratively with your account team. Typical engagements begin with a discovery phase, followed by a detailed statement of work, implementation, and handover. Contact your customer success manager or our sales team to discuss your needs.

Section 08

Training & Academy

We believe that the success of any AI platform depends on the people who use it. Our Training & Academy programmes are designed to build knowledge, confidence, and capability across your entire organisation — from executives to developers to end users.

The SERGENTA AI Academy is our dedicated learning platform. It offers structured learning paths, hands-on exercises, and assessments that help individuals and teams develop the skills they need to succeed with enterprise AI. Whether you are just starting your AI journey or looking to deepen advanced expertise, the Academy provides resources for every level.

Training is not a one-time event — it is an ongoing process. As the platform evolves and new capabilities are released, our training materials are updated to reflect the latest features and best practices. We also offer customised training programmes for enterprise customers, tailored to your specific use cases, industry context, and organisational structure.

AI Academy

Full access to the SERGENTA AI Academy — courses, learning paths, and assessments designed to build AI fluency across your organisation.

Product Training

Role-specific training for developers, administrators, and business users covering platform features and best practices.

Documentation

Self-paced learning through our comprehensive documentation library, accessible at any time.

Workshops

Interactive, instructor-led workshops tailored to your team's needs — from introductory sessions to advanced engineering deep-dives.

Certifications

Professional certification programmes (planned) to validate expertise and build internal capability.

Customer Enablement

Structured enablement programmes ensuring your teams are equipped to succeed with the platform from day one.

Certification Programmes

Professional certification programmes are planned to recognise and validate expertise in the SERGENTA AI platform. These will include role-based certifications for developers, architects, and administrators. Details will be announced as programmes are finalised. In the meantime, the Academy provides all the learning resources needed to build expertise.
Explore the AI Academy

Section 09

Customer Success

Customer Success is the heart of our support philosophy. We do not measure success by tickets closed — we measure it by the value you derive from the platform. Our Customer Success organisation is dedicated to ensuring that every customer achieves their objectives with SERGENTA AI.

The customer journey with SERGENTA AI follows a structured lifecycle. From the moment you become a customer, our success team works proactively to understand your goals, map them to platform capabilities, and guide you through implementation, adoption, and ongoing optimisation. This is not a reactive service — it is a deliberate, planned engagement designed to maximise your return on investment.

Our success managers come from diverse backgrounds — engineering, product management, consulting, and operations. They understand both the technical and business dimensions of enterprise AI, and they serve as your advocate within SERGENTA AI. If you need a feature, if you have feedback, or if you want to influence the product roadmap, your success manager is your channel.

The customer success lifecycle is not linear — it is iterative. As your organisation grows and your AI initiatives mature, your needs will evolve. Our success team adapts with you, continually reassessing goals, identifying new opportunities, and ensuring that the platform evolves in step with your business.

Onboarding

Structured onboarding ensures a smooth start — from environment setup and initial configuration to first-value milestones. Your success manager guides you through each step.

Adoption

We work with your teams to drive platform adoption — identifying high-value use cases, providing training, and removing barriers to usage.

Success Planning

Together, we define success metrics, milestones, and a roadmap aligned with your business objectives. This plan becomes our shared compass.

Business Reviews

Regular reviews assess progress against your success plan, identify areas for improvement, and align on next steps and roadmap priorities.

Continuous Optimisation

As your usage grows, we help you optimise — refining configurations, improving performance, and expanding into new use cases and departments.

Long-Term Partnership

Our goal is not a one-time implementation but a lasting partnership. We grow with you as your AI maturity evolves and your needs expand.

Section 10

Community

Great software is built by great communities. We are investing in a SERGENTA AI community where customers, developers, partners, and AI enthusiasts can connect, learn, and grow together.

The SERGENTA AI community is being developed as a multi-faceted ecosystem. It will include online forums for asynchronous discussion, developer channels for technical collaboration, a product feedback portal for structured input, and regular events — both virtual and in-person. Our goal is to create a space where knowledge flows freely, where customers learn from each other, and where the community collectively shapes the future of the platform.

We draw inspiration from communities like GitHub, Stack Overflow, and the open-source ecosystems that have demonstrated how powerful collective knowledge can be. While some of these initiatives are still in the planning phase, we are committed to building a vibrant, inclusive, and valuable community over time.

Community Forum

A dedicated space for customers, developers, and partners to ask questions, share knowledge, and collaborate. (Planned)

Developer Discussions

Technical discussions on architecture, integrations, agent development, and best practices. (Planned)

Product Feedback

A structured channel for sharing feedback on features, usability, and the overall platform experience.

Feature Requests

Submit and vote on feature requests. Our product team reviews community input as part of the roadmap planning process.

Community Events

Virtual and in-person events — including meetups, webinars, and an annual customer conference. (Planned)

Customer Stories

Learn how other organisations are using SERGENTA AI to solve real business challenges and drive transformation.

Planned Initiatives

Community initiatives marked as planned are on our roadmap but not yet generally available. We are taking a deliberate, quality-first approach to community building — ensuring that when these features launch, they provide genuine value. If you are interested in being an early participant or beta tester, please let your account team know.

Section 11

Report a Bug

Found a bug? Have a feature idea? Want to share feedback? We actively encourage our community to report issues and suggest improvements. Every report helps us make the platform better for everyone.

We treat bug reports and feature requests with equal seriousness. Bugs are prioritised based on severity and business impact, and feature requests are reviewed by our product team as part of the roadmap planning process. Your input directly influences what we build and how we prioritise.

Bug Reporting

Submit detailed bug reports with reproduction steps, expected vs. actual behaviour, environment details, and screenshots or logs where applicable.

Feature Requests

Suggest new features or enhancements. Include the business problem you are trying to solve and how the proposed feature would help.

Product Feedback

Share general feedback on usability, documentation, performance, or any aspect of your experience with the platform.

Improvement Suggestions

Propose specific improvements to existing features — from UI refinements to API design changes.

Submission Guidelines

To help us process your report efficiently, please follow these guidelines when submitting a bug report or feature request:

1

Describe the Issue

Provide a clear, concise summary of the problem. What were you trying to do? What happened instead?

2

Include Reproduction Steps

List the exact steps to reproduce the issue. The more precise you are, the faster we can diagnose and fix it.

3

Attach Context

Include screenshots, error messages, logs, browser/OS version, and any other relevant details.

4

Indicate Severity

Let us know the business impact. Is this a minor inconvenience or a critical production issue?

5

Submit and Track

Submit your report through the support portal or contact our team directly. You will receive a tracking ID for follow-up.

Submit a Report

Section 12

Platform Status

Transparency is a core value at SERGENTA AI. Our public Platform Status page provides real-time information about system health, scheduled maintenance, and incident history.

The status page is designed to keep you informed at all times. It displays the current operational status of all platform components, historical uptime data, and a detailed incident timeline. When issues occur, we post updates in real time — from initial detection through investigation, mitigation, and resolution.

We encourage all customers to bookmark the status page and subscribe to notifications for proactive awareness. Enterprise customers can also receive status updates through their dedicated success manager.

All Systems Operational

Visit the status page for full details

View Status

Frequently Asked Questions

Find quick answers to the most common questions about support, documentation, APIs, professional services, training, and more.

Related Pages

Explore further

These resources complement the Support Center and provide deeper information across the platform.

DocumentationAPI ReferenceSDKsMCPEngineering StandardsSecurityCompliancePrivacyResponsible AIPlatform StatusContact SalesAI Academy

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