Your team is trained. Then it is backed.
The reviewer is the one human role on this project, so the training is aimed squarely at them — and the support behind them is named, not a shared inbox.
What your reviewer learns.
- The panel — all eight module groups, navigation, search, roles and permissions
- The fleet — what each agent owns, its autonomy, pause and run, reading the last-run state
- The review queue — the six review types, what each one is asking, how to approve, edit or overrule
- The hard limits — what the fleet refuses to do and what to do when it refuses
- Escalation — when to decide, when to raise, and who to raise it to
- The month cycle — scorecard, payout statement, reconciliation and the document vault
Delivered as a written handbook plus live sessions during stage 3, then practised against real output through shadow mode. Your reviewer works the queue for four days before anything they release goes anywhere.
Five levels, named.
| Level | Who | Handles | Response expectation |
|---|---|---|---|
| L1 | Your reviewer | Everything in the review queue; routine exceptions | Same working day |
| L2 | Akontec delivery manager | Rule conflicts, agent behaviour, SLA risk, allocation questions | Within 4 working hours |
| L3 | Akontec account manager | Client-side issues, scope disputes, commercial questions | Within 1 working day |
| L4 | Function head | Repeated breaches, quality remediation, continuity events | Within 2 working days |
| L5 | Director | Contractual and relationship matters | By arrangement |
First 90 days
Named delivery manager, weekly review call, rule tuning on request, and direct escalation without a ticket queue in between.
Ongoing
Platform and guardrail maintenance, marketplace policy updates pushed to your fleet, weekly QC sampling, monthly scorecard, panel updates as they ship.
Continuity
Workspace backed up daily with a defined restore target. On a platform-side incident, Akontec targets resumption within 24 hours and reports the cause in writing.
Support you can name is support you can use.
Ask about the delivery manager, the review call and the escalation ladder on the demo. Then ask what happens at 3am.