Claude services · Scaled User Support — Cowork & Claude Code
Tier-1 and tier-2 support for your Cowork and Claude Code users.
We answer user questions through Slack, Teams, email, or your ticketing tool to agreed response targets, build a knowledge base from your own tickets, run clinics, and report monthly on the recurring causes worth fixing. The people answering use the tools every day.
- Engagement
- Scoped monthly fee
- Ongoing programme
- Typical timeframe
- Ongoing, monthly
- Who it's for
- Organisations with a large Cowork or Claude Code user base whose internal help desk cannot answer the questions.
- What you walk away with
- Users unblocked quickly, with the recurring causes fixed rather than re-answered.
What you get
What we deliver.
- Tier-1 and tier-2 support through your existing channels: Slack, Teams, email, or your ticketing tool
- Agreed response targets by severity, with coverage matched to your working hours and regions
- Triage and escalation into Anthropic support where an issue is upstream
- Enablement embedded in support: users leave the ticket knowing why, not just fixed
- A knowledge base and self-service FAQ built from your own real tickets
- Drop-in clinics and office hours for the questions nobody raises a ticket for
- Onboarding support for new joiners and new teams
- Monthly reporting on volume, themes, and the recurring causes worth fixing
In practice
- 01A thousand-seat Cowork rollout whose help desk was overwhelmed in week two
- 02An engineering org adopting Claude Code that needs practitioner-level answers
- 03A business that wants adoption support without hiring a support team
Scope
What you need, and what is not included.
What you'll need
- Claude, Cowork, or Claude Code live with a defined user population
- Access to the support channel your users already use
- An internal owner for escalations and policy questions
Not included
- Support for tools outside the agreed Claude scope
- Building the workflows users ask for (scoped separately)
- Anthropic licences and consumption
The engagement
- 01Step 1
Service design: channels, coverage, severities, and escalation paths
- 02Step 2
Onboarding: knowledge base seeding and comms to your user base
- 03Step 3
Steady-state support, clinics, and knowledge-base upkeep
- 04Step 4
Monthly reporting with the themes worth acting on, not just ticket counts
- An Anthropic Select Partner with Claude-certified architects. The people who scope your programme are the people who build it.
- 50+ specialists across strategy, implementation, automation, data, and custom development, so the Claude work is connected to the systems you run.
- Every engagement ends with training and documentation, so your team runs it without us.
Questions
Frequently asked questions.
How does this fit with our internal help desk?
Usually your help desk routes Claude tickets to us and we take them directly. If you would rather keep tier-1 in house, we sit behind it as tier-2 and train your agents.
What coverage hours are available?
Coverage is matched to your working hours and regions during service design. Our team works from Europe, the Americas, and Africa, so extended coverage does not need an overnight shift.
Do you handle Claude Code questions from developers?
Yes. Claude Code is part of our own delivery toolchain, so the people answering use it daily.
How is this priced?
Each engagement is scoped to your environment, seat count, systems in scope, and how much of the work you want to own internally. After a discovery call you get a fixed-fee proposal with defined deliverables.
Next step
Book a discovery call.
Tell us where you are with Claude and what you want from Scaled User Support — Cowork & Claude Code. You leave the call knowing whether it fits and what the fixed-fee proposal will cover.
30 minutes. No commitment.