Your always on-call support engineer.
Lumen answers the technical questions your support team used to escalate to engineering - directly on their communication channels.
Customer globex-inc says their API calls are returning 500 errors since this morning. They're on the Enterprise plan.
Found it. globex-inc (account #7201) is hitting rate limits on the /v2/export endpoint. They made 12,400 calls in the last hour vs their 5,000/hr cap. The 500s are misclassified 429s — looks like a bug in our error handler (ref: API-3382). Do you want me to work on the fix?
User diana@novacorp.io can't see the billing page. Says it's just a blank screen. Anyone seen this before?
diana@novacorp.io has role "viewer" on workspace novacorp-main. The billing page requires "admin" or "billing" role. Her role was changed from "admin" to "viewer" on Mar 2 by tom@novacorp.io. She'll need her permissions restored.
Customer says their webhook isn't firing anymore. Account is brightpath-io. Worked fine last week.
brightpath-io webhook (wh_8834) is active but their endpoint https://hooks.brightpath.io/ingest has been returning 503 since Mar 4 02:17 UTC. We've retried 847 times and auto-disabled it after hitting the retry cap. Their endpoint needs to come back online, then re-enable from Settings > Webhooks.
We handle the investigation of the hard tickets.
Most support tools stop at auto-replies from your docs. Lumen gives your support team the same answer an engineer would, but faster.
Tickets pile up for days
Escalations to engineering frustrate everyone.
Hard tickets need real investigation
What happened, what the user tried, why it broke.
Support ≠ Engineering knowledge
Until now. Lumen bridges the gap instantly.
Tickets solved per week
Avg. response time
Solved without engineering
Lumen brings clarity to support
Watch Lumen investigate issues, trace user activity, and deliver actionable answers in seconds — right in Slack.
Questions that used to take 15+ minutes now take 15 seconds.
Lumen meets your team where it lives
No new tools to learn. Connect Lumen to the platforms you already use.
And many more coming soon...
More than an AI for support
We found people across every department using Lumen. It becomes part of your organization.
Support agents
Answer complex questions independently. Check databases, trace user activity, find root causes — without waiting for anyone.
Engineers
Stop context-switching to help support. Lumen handles the investigation so your engineers stay focused on the product.
On-call engineers
Faster debugging during incidents. Lumen queries logs, checks services, and pinpoints issues while you focus on the fix.
Leadership
Visibility across the entire operation. Understand what customers are experiencing and how your team is performing.
Lumen finds what nobody else finds
Lumen digs into your actual systems to find answers, which is also useful for other teams.
Customer story
A critical incident was happening in the production database. The engineering team spent 30 minutes searching for the root cause without success. Lumen found it in 2 minutes.
Engineering team
Lumen
Continually learning
Lumen learns from interactions automatically. It adapts to your company's specific systems, terminology, and patterns. The more your team uses it, the more accurate and helpful it becomes. And your team can also teach it!
- Learns business context and usage patterns
- Understands your product's specific failure modes
- Improves its research and answers based on team feedback
Build with security in mind
We adapt to your systems. You have full control over what Lumen can access. Whether you need to run it inside your own infrastructure or you prefer us to host it. Your data is secure and isolated in its own environment.
- On-premise deployment on demand
- Full visibility into every operation Lumen runs
- We help you set it up with best practices and boundaries
- Feedback loops to refine and approve research patterns
Start small, scale when Lumen becomes core to the team
We price Lumen around the amount of investigation work it takes off your team. If you're unsure where to start, use the free credits and see how much engineering time it saves.
Pay as you go
$5 free credits
For founders and small teams that personally reply to tickets but want to delegate the investigations.
- Start testing immediately with $5 in free credits
- Best for light but high-value support volume
- Only pay when Lumen is actively helping your team
Team plan
Predictable monthly pricing
For support teams that rely on Lumen every day, multiple times, as their on-call engineer.
- Built for steady investigation volume across your support queue
- Designed for teams with recurring technical escalations
- A better fit once Lumen becomes part of day-to-day operations
Custom
For larger rollouts
For teams that outgrow the standard plan and need broader deployment, deeper integrations, or higher throughput.
- For heavier investigation workloads and larger teams
- Expanded scope across more systems, workflows, or business units
- Custom onboarding, rollout, and deployment requirements