Tower Support
A help desk built for software products
Tower Support is the help desk that runs support for every Silva Tower product — and is offered as a service to other companies. Each desk gets its own team, help center, customer portal, status page and SLA, and nothing crosses between desks.
The problem it solves
Support usually lives in a generic tool that knows nothing about your product: customers leave the app to open a ticket, bugs are copied by hand into the issue tracker, and nobody knows whether the SLA was met. Tower Support connects support to the product itself — requests start inside the app, bugs go straight to GitHub, and customers are told when the fix ships.
What it does
Tickets with SLA
Tickets from the portal, e-mail, API or in-product widget, with first-response and resolution targets per priority, counted in business hours with a holiday calendar.
Help center and customer portal
Public articles customers can search before asking, and a portal to open requests, follow them and rate the answer.
Public status page
Incidents per product with live updates, a 90-day uptime bar, scheduled maintenance and e-mail or RSS subscriptions.
Support inside your product
An API and an embeddable widget let users search help articles, open requests and follow them without leaving your app; webhooks mirror every change back.
GitHub integration
File a bug as a GitHub issue in one click; when the issue is closed, the ticket is flagged as fixed and the customer sees that the fix was released.
Automations and reports
Rules that assign, tag and escalate tickets automatically, plus reports on volume, response times, SLA attainment and customer satisfaction.
Who it's for
- Software companies that want support built into their product
- Support teams that need SLAs, automations and clear reports
- Brazilian businesses that need CPF/CNPJ, protocol numbers and local business hours
- Product and engineering teams that want bugs to flow straight to GitHub
Frequently asked questions
What is Tower Support?
Tower Support is a multi-tenant help desk: it runs the Silva Tower group's own support and is offered to other companies as a service. It covers tickets with SLA, a help center and customer portal per desk, a status page, automations and an API your products call.
Can my users open tickets without leaving my product?
Yes. Each product gets its own API key, so users open and answer tickets inside your app while webhooks mirror every change back. There is also an in-product widget with help-center search, a request form and the user's own requests.
How does it handle SLAs?
SLA policies set first-response and resolution targets per priority, counted in the desk's business hours and time zone or in calendar hours, with breach alerts. Clocks pause while a ticket waits on the customer, and a holiday calendar can load Brazil's national holidays in one click.