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Once you are a Certified Support Agent, the business can assign paying customers to you for ongoing support. Your role is to be a knowledgeable, accessible first point of contact — someone who can answer product questions, help with onboarding, and resolve common issues. The support you provide directly affects whether customers stay subscribed, which in turn determines how long your support commission continues. Good support is good business for everyone.

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Viewing Your Assigned Customers and Tickets

Navigate to [Business Name] → Support to see your support workspace for that program. The dashboard shows:
  • Assigned customers — All customers currently under your care, with their subscription status and tenure.
  • Open tickets — Active support requests that need a response or are in progress.
  • Overdue tickets — Tickets that have passed the first-response SLA or the resolution SLA without action. These are flagged in red and require immediate attention.
  • Closed tickets — Resolved tickets, useful for reference when a customer recontacts you about a related issue.
Each ticket shows the customer name, the subject, when it was submitted, and your response deadline based on the business’s SLA settings.

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SLA Requirements and Response Times

Every business sets a first-response SLA — the maximum time you have to send the first reply after a ticket is opened. Common SLA windows are 24 hours or 48 hours, though some programs require faster response for premium customers. If you miss the first-response SLA:
  1. The ticket is automatically flagged as Overdue in your dashboard and the business’s dashboard.
  2. The business may send you a warning depending on how frequently overdue flags appear.
  3. Repeated or sustained SLA failures can trigger a support performance review, which may result in support removal.
Your overdue ticket count is one of the metrics the business monitors continuously. Keep it at zero wherever possible. If you anticipate a period of unavailability (illness, travel, time zone conflict), notify the business in advance so they can temporarily reassign your customers or pause ticket intake.

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What You Can Handle

These are topics within your scope as a support agent. Handle them directly and thoroughly:
  • Basic onboarding — Helping a new customer get set up, configure their account, and understand where core features live.
  • Product explanation — Walking a customer through how a feature works, what it is designed to do, and how to use it effectively.
  • Common usage questions — Answering day-to-day questions about the product that any knowledgeable user could address.
  • General troubleshooting — Helping a customer identify why something is not working as expected and guiding them through standard resolution steps.
  • Follow-up reminders — Proactively checking in with customers who have not completed onboarding, have open issues, or have gone quiet after a support interaction.
  • Customer check-ins — Periodic outreach to assigned customers to confirm they are getting value, identify any emerging friction, and maintain the relationship.

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Topics You Must Escalate

Some topics are outside your scope regardless of how confident you feel about the answer. Handling these directly violates your partner agreement and can expose the business and the customer to significant harm.
Any situation where a customer is questioning a charge, disputing an invoice, or claiming they were billed incorrectly must be escalated to the business. Do not attempt to interpret billing records, confirm or deny charges, or offer any assurance about how the dispute will be resolved. Acknowledge the customer’s concern, reassure them that the right team will handle it, and escalate immediately.
Password resets, account lockouts, suspicious activity reports, two-factor authentication problems, and any situation involving access credentials must be handled by the business directly. You do not have the tools or authorisation to safely manage account security. Attempting to guide a customer through a workaround could create a security vulnerability.
If a customer asks for access to their financial records, transaction history, tax documents, or any data that falls under financial data protection rules, escalate. You should not be accessing, retrieving, or discussing this data — and you may not have visibility into it at all, by design.
If a customer reports a behaviour that appears to be a platform-level defect — repeated errors, data inconsistencies, integration failures, or anything that standard troubleshooting steps cannot resolve — escalate it to the business. You are equipped to guide customers through common, known issues. You are not the right point of contact for diagnosing or committing to a fix for complex technical problems. Attempting to troubleshoot beyond your scope risks giving the customer inaccurate information and delaying a proper resolution.
You cannot approve, promise, or process refunds. If a customer asks for a refund, acknowledge their request and escalate it to the business. Do not comment on the likelihood of approval, the time frame, or whether you think the refund is justified. Any statement you make can be held against the business if the outcome differs.
Requests to delete, close, or cancel an account must go to the business. Account deletion involves data handling obligations, cancellation terms, and potentially billing adjustments — none of which are in your remit. Acknowledge the request warmly and escalate it promptly.

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How Customers Rate Your Support

After a ticket is closed, the assigned customer has the option to rate your support. Ratings cover:
  • Responsiveness — How quickly you replied and followed up.
  • Product knowledge — Whether your answers were accurate and useful.
  • Professionalism — The tone, clarity, and quality of your communication.
  • Overall satisfaction — The customer’s general experience of the interaction.
These ratings aggregate on your public agent profile and factor into your reputation on the platform. The business also reviews support ratings when deciding whether to maintain, expand, or remove your support access. Respond to every ticket as if the customer might rate it — because they can, and the cumulative effect of those ratings determines the quality tier you are associated with on the platform.

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Support Commission: When It Starts and Stops

Your support commission is earned monthly for each customer you are actively assigned to. It is separate from your referral commission and calculated on top of whatever referral earnings that customer generates.
ConditionEffect on Support Commission
You are assigned to a customerSupport commission begins accruing for that customer
Customer cancels their subscriptionSupport commission stops; future referral recurring commission also stops
You are removed from a customer’s supportSupport commission stops for that customer; referral commission continues unaffected
Your support access is suspended or removedAll support commissions stop; all valid referral commissions continue

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Support Removal: What It Means

If the business removes your support access — whether due to SLA failures, a conduct issue, a change in program structure, or any other reason — the following applies:
  • You are unassigned from all support customers immediately.
  • Your support commissions stop from the point of removal.
  • Your referral commissions for customers you originally referred continue exactly as before. Support removal never cancels referral earnings.
  • The business may re-approve your support access in the future if the reason for removal is resolved.
Support removal and referral commissions are tracked independently on Refairn. The platform is explicitly designed so that a business decision about your support access cannot be used — deliberately or accidentally — to cancel legitimate referral earnings you have already accrued. Your referral commission ledger is protected regardless of what happens to your support status.