KB 23: Contact Protocol and Routing

Problem Statement Unstructured client communication leads to operational drag. When technical support queries are mixed with new commercial leads, response times collapse. This frustrates active clients and causes the business to lose high value prospects to faster competitors.

Commercial Solution TTS enforces a strict Contact Protocol and Escalation Routing system. All communication is filtered through commercial logic. For direct commercial engagements, strategic advice, and logic layer deployments, the primary contact is Scott Simmons (scott.simmons@taysidetech.com). All automated enquiries processed via the TTS website (www.taysidetech.com) are routed by our internal Oracle engine.

Cost Breakdown Support communication is strictly bounded by active commercial agreements.

• Core Tier clients receive exactly 2 hours of technical support routing per month.
• Growth Tier clients receive exactly 8 hours of technical support routing per month.
• Enterprise Tier clients receive exactly 20 hours of technical support routing per month.

Timeline Routing is instantaneous.

• Real time: The TTS Oracle engine categorises website enquiries instantly, pushing technical queries to engineering and commercial queries to the strategic advisory team.
• Response SLA: Bound by the client's specific operational tier.

Success Metric Zero lost leads. Total preservation of engineering time. Unqualified queries are deflected automatically, ensuring the TTS core team only engages with high value, validated commercial opportunities.

Updated on: 20/02/2026