Your margin is decided in first level support.
nara agents resolve your clients' standard tickets end to end, from first report to documentation. Multi-tenant management is built in: maintain once, distribute to all clients, and keep usage per tenant in view.
Every password ticket eats into your flat rate.
The contract says flat rate, the daily reality says password resets, VPN diagnostics, and printer problems. Each of these cases costs technician time you cannot bill separately. As the client base grows, first level grows with it, and the margin stays where it is. nara turns that around: standard cases run automated, and your technicians work on what you actually sold.
Build once. Deploy at every client.
Multi-tenant management is built into nara, not a workaround with separate instances.
Central tenant management
You manage all tenants in one place, cleanly separated from each other.
Centrally maintained agents
You maintain agents, tools, and knowledge types once and distribute them to your tenants. Improvements reach every client.
Edge Connector at the client
The Edge Connector runs in each client's environment and is managed centrally through bundles and versions. You roll out without being on site.
SSO per client
Each tenant gets its own SSO configuration, via SAML or OIDC.
Credits per tenant
You transfer credits between tenants and budget usage per tenant. Credits can never be overdrawn.
Ledger per execution
Every agent execution appears in the ledger with its usage. You see exactly which tenant caused what.
From the call to the documented ticket, no technician involved
Take in
Your client's employees reach out via chat, voice call, screen sharing, or Microsoft Teams.
The agent understands the request.
Resolve
The agent uses knowledge from nara Memory and only runs the tools you have approved for it, typed and per agent.
Via the Edge Connector also on devices and servers at the client, outbound only, with no firewall changes.
Document
Every case is tracked as a ticket: status, priority, SLA fields, assignment groups, timeline.
ITSM sync keeps ServiceNow, Jira, or Zammad in sync in both directions.
Account
The execution's usage appears in the tenant's ledger.
As a guide: around 67 credits per resolved case.
How much of first level is actually standard
We analyzed 43,676 ServiceNow incidents of a European manufacturing group from 2020 to 2026.
For clearly defined standard cases, up to 80% fewer repetitive tickets are achievable, validated per environment.
51 case types
That is how many recurring case types sit inside the total volume.
48% of the volume
That much comes from the ten most frequent case types. Exactly the cases that weigh on your flat rates.
1.24 days
The median resolution time. Seen through an SLA lens: plenty of room for improvement.
Around 20%
That many tickets were reassigned two or more times.
You own the service. So you see everything.
Autonomous agents at client sites need clear guardrails. They are built in.
Approvals per ticket
Your team can approve or reject agent plans per ticket before anything runs. Human in the loop, wherever the client or the contract requires it.
Escalation with the full history
Operating Protocols guide agents through defined phases. Handover to a person is one of them, with the complete history instead of guesswork.
Logs, monitoring, roles
Every agent action is logged. Roles control who may do what at which tenant.
Security as a selling point
ISO 27001 certified, hosting and development in Germany, no training with customer data, GDPR compliant. Arguments you can use directly in client conversations.
Frequently asked questions
How does nara get into my clients' environments?
Through the Edge Connector, which runs at each client and only opens outbound connections. No firewall changes, managed centrally through bundles and versions.
Can I control usage per client?
Yes. Credits can be budgeted per tenant, transferred, and never overdrawn. Every execution appears in the ledger.
Do I have to build separate agents for every client?
No. You maintain agents, tools, and knowledge types centrally and distribute them to your tenants.
Does nara fit my clients' ticket systems?
ITSM sync works in both directions with ServiceNow, Jira, and Zammad.
What about data protection?
ISO 27001 certified, hosting and development in Germany, GDPR compliant. Customer data is not used to train models.
Run the numbers on your first level again.
We look at your ticket volume across your clients with you and show which case types nara agents can take over and what that means for your margin.
