PokerBot.com support — how operator engagements work.
PokerBot.com is a B2B operation. We work with private-club operators in confidence, run scoped engagements with dedicated operator contacts, and provide ongoing operational support for active deployments. This page documents how support actually works once an engagement is live.
Support is operator-scoped only.
Two important framing points before the operational details:
- We support operators, not individual players. PokerBot.com is a B2B technology operation serving private-club operators. Consumer-side poker software for individual play is handled by a separate brand entirely — not this site, not this support channel.
- Support is scoped per active engagement. We don't provide free-tier support, public documentation portals, or community help forums. Operators with active Managed Liquidity, Turnkey Operations, Integrity Monitoring, or Custom Development engagements get dedicated support; everyone else goes through the demo/scoping conversation first.
What the support layer actually looks like.
- 01
Dedicated operator contact
Every active engagement has a named operator contact on our team. Single point of escalation, single point of communication. You don't get routed through tier-1/tier-2 ticket queues; you talk to the person who knows your deployment.
- 02
Escalation tree, defined per engagement
We document the escalation tree at engagement start. Normal-priority issues route to your operator contact; high-severity issues escalate to engineering on-call within a defined response window. The tree is in your engagement document — no guessing about who to reach when something breaks.
- 03
Weekly check-ins, optional
Most active engagements include a standing weekly 30-minute operational review. Anonymised metrics, current issues, upcoming changes. The cadence is optional — some operators prefer monthly, some prefer ad-hoc. We follow your preference.
- 04
Incident response, follow the agreed windows
Technology-impacting incidents follow a defined incident response process. Initial response within the agreed response window, status updates at defined intervals, post-incident review within 5 business days. The response commitments are written into the engagement contract.
- 05
Change requests, scoped review
Mid-engagement scope changes (new clubs, new platforms, new format coverage) go through a scoped review. Most change requests turn around in days, not weeks. Significant scope expansions become separate engagements rather than amendments.
Standard response windows by severity.
Engagement contracts define the response commitments in writing. Common defaults across our engagements:
| Severity | Initial response | What it means |
|---|---|---|
| Critical (technology down) | ≤ 1 hour, 24/7 | Bots offline, infrastructure failure, deployment-wide issue. Engineering on-call paged immediately. |
| High (degraded technology) | ≤ 4 hours, business hours | Partial outage, monitoring alerts, performance degradation that hasn't crossed into critical. |
| Medium (configuration / tuning) | ≤ 1 business day | Behavior tuning, schedule adjustments, monthly recalibration requests, integrity report follow-up. |
| Low (general inquiries) | ≤ 3 business days | Documentation questions, future-scope discussions, strategic planning conversations. |
Severity classification is operator-driven — you flag the severity on the inbound message, and we respond against the matching response window. We don't downgrade severity unilaterally; if your assessment differs from ours we discuss before reclassifying.
Contact paths for active and prospective operators.
- 01
Active operators
Use the dedicated operator contact and escalation tree defined in your engagement document. The channels documented in your engagement (email, Telegram, dedicated Slack channel — varies by operator preference) are the primary paths. Ad-hoc contact through the public site is not the right channel for in-engagement issues.
- 02
Prospective operators
Start with the demo request flow on our /contact/ page. The first conversation is confidential; scoping happens after that. We don't take operator engagements through public channels — the discovery flow exists specifically to keep client identities protected.
- 03
Press, partnerships, research
Non-operator inquiries — press requests, academic research collaboration, partnership conversations — go through the press contact on our /contact/ page. Different channel from operator engagements, different routing.
- 04
What we don't accept here
Consumer software support, individual-player troubleshooting, requests to deploy against regulated public rooms — all out of scope. Consumer-side requests get routed to PokerBotAI.com; regulated-room requests get declined politely.
Common questions about operator support.
+Do you offer free trials or demos before signing?
+What about historical Holdem Bot or named-profile support?
+Can we reach you outside business hours?
+Can support help with platform-specific issues we're having with PPPoker / ClubGG / etc.?
Active operator? Use your engagement channel.
If you're already engaged with us, your operator contact is the right path. If you're new — start with a demo request and we'll route you through the right scoping conversation.