Level 1 / Level 2 support
Resolve more at Level 1. Keep engineers engineering.
Known issues are matched to your runbooks and closed at Level 1. Everything else reaches the team that owns it, with the root cause already found.
Level 1 resolution
Known issues close at Level 1.
NOFire AI recognises the failures your team has seen before and matches each one to the right runbook. Level 1 follows the steps and closes the ticket. Up to 60% of Level 1 tickets are resolved without escalating.
- Your runbooks, put to work. NOFire AI reads the runbooks you already have. Nothing new to write.
- The common failures, recognised. Repeat issues like a failing third-party API, a full disk or a stuck job are spotted on arrival, before anyone escalates.
- Every fix is recorded. Each resolution is logged with the runbook step that fixed it, so the next one goes faster.
Level 2 escalations
Level 2 starts with the investigation done.
When Level 1 can't close a ticket, NOFire AI routes it to the team that owns the failing service and starts digging. Level 2 picks it up with the findings attached.
- Routed to the owner. No more tickets bouncing between teams.
- Investigated first. Deploys, metrics and logs, checked before anyone is pulled in.
- Set up per team. Each team's services and runbooks.
Engineering handoff
Engineers start with the answer attached.
Escalations arrive with the cause, what was ruled out and what was tried. Support work takes around 20% of every sprint. Starting from the answer gives much of that time back.
Your stack
Works with the tools your teams use.
Runbooks
Confluence
Notion
Google Docs
GitHub
Ticketing
Zendesk
ServiceNow
Jira
Chat
Slack
Microsoft Teams
Engineers' tools
Claude Code
Cursor
NOFire CLI
MCP
Start where you want
Start with Level 1. Add the rest when you're ready.
Begin with low-priority tickets, then add Level 2 and more teams.
Frequently asked questions.
What if our runbooks are out of date, or we don't have many?
Start with what you have. NOFire AI checks each runbook against the live map of production and rules out the ones that no longer match what is running. When an incident is resolved, it drafts a runbook from what fixed it, and a person approves it.
What access does NOFire AI need?
Read-only roles in your cloud, cluster and monitoring tools. Every change waits for a named person to approve it.
What if NOFire AI gets it wrong?
Every finding links to the deploy, log line or metric behind it, so Level 2 can check it in seconds. Theories it ruled out stay listed with the reason.
Can it run in our own cloud?
Yes, with bring your own cloud (BYOC). Your data stays in your environment.
Does our Level 1 team need production access?
No. NOFire AI looks into the systems, and Level 1 and Level 2 see the findings in the ticket. Useful when engineering keeps production access tight.
Which ticketing tools does it work with?
Zendesk, ServiceNow and Jira. Findings are added to the ticket, so your teams stay in the tool they use today.
Does NOFire AI replace our Level 1 and Level 2 teams?
No. NOFire AI does the digging. Your teams decide, close tickets and talk to customers.