{
 "schema_version": "1.0",
 "id": "pylon",
 "name": "Pylon",
 "research_status": "researched",
 "vendor_domain": "usepylon.com",
 "category": "Communication & Voice",
 "task": "A help desk, tickets or a shared inbox",
 "summary": "B2B customer support platform built for Slack and Microsoft Teams. Manage tickets, track issues, and deliver white-glove support directly where your clients chat.",
 "best_for": "B2B SaaS teams supporting customers in shared Slack/Teams channels who want tickets, accounts and AI in one B2B-native platform",
 "skip_if": "you run classic B2C email/chat support (Zendesk-class tools are cheaper at volume), or the seat minimums exceed your team",
 "honest_knock": "The per-seat sticker is the entry ticket; the AI that makes the platform sing is metered separately, so a realistic modern deployment (seats + AI agent + phone) lands well above the tier price — model your full basket. That said, its B2B-native design (Slack/Teams-first support, account-based views) is a genuine fit gap that classic ticket tools fake with workarounds.",
 "pricing": {
  "status": "quote_only",
  "entry_price": null,
  "entry_price_terms": null,
  "from_price_usd_month": null,
  "plans": null,
  "plans_source": null,
  "notes": "(checked 2026-09-01) Pylon no longer publishes rates. usepylon.com/pricing was republished on 1 September 2026 as a \"Book a Demo\" page carrying no plans, no per-seat rates and no seat minimums; the route to a number is a scheduled demo. The figures that follow are our last reading of the published tiers and are a historical anchor, not a current quote: Starter about $59/seat/mo and Professional about $89, both on a 3-seat minimum, Enterprise about $139 on a 7-seat minimum, billed annually, with the AI metered separately (AI agents from about $100/mo scaling with volume, premium AI assistant about +$50/seat, phone about +$35/seat). Use them to sanity-check what sales quotes you, not to budget from. Checked again 11 October 2026: usepylon.com/pricing still opens the demo booking form and shows no plans, rates or seat minimums, and usepylon.com/llms.txt returns a 404.",
  "verified_at": "2026-10-11",
  "source_url": "https://usepylon.com/pricing",
  "schema_offer": null,
  "source_quotes": null,
  "recent_change": null
 },
 "free_plan": false,
 "free_plan_evidence": null,
 "cost_traps": [
  {
   "id": "quote_only",
   "label": "Quote-only pricing",
   "evidence": "No published price: pricing page now routes to a demo booking with no plans or rates shown (read 1 Sep 2026)",
   "verified_at": "2026-10-11",
   "source_url": "https://usepylon.com/pricing"
  },
  {
   "id": "per_seat",
   "label": "Per-seat pricing",
   "evidence": "The per-seat sticker is the entry ticket; the AI that makes the platform sing is metered separately, so a realistic modern deployment (seats + AI agent + phone) lands well above the tier price — model your full basket.",
   "verified_at": "2026-10-11",
   "source_url": "https://usepylon.com/pricing"
  },
  {
   "id": "usage_metered",
   "label": "Usage-metered",
   "evidence": "The figures that follow are our last reading of the published tiers and are a historical anchor, not a current quote: Starter about $59/seat/mo and Professional about $89, both on a 3-seat minimum, Enterprise about $139 on a 7-seat minimum, billed annually, with the AI metered separately (AI agents from about $100/mo scaling with volume, premium AI assistant about +$50/seat, phone about +$35/seat).",
   "verified_at": "2026-10-11",
   "source_url": "https://usepylon.com/pricing"
  }
 ],
 "compare_with": {
  "name": "Zendesk or Intercom",
  "why": "the incumbent support suites — Pylon's edge is B2B-native Slack/Teams workflows; compare full-basket cost including AI add-ons"
 },
 "links": {
  "record": "https://aibuildermarketplace.com/api/v1/products/pylon.json",
  "review": "https://zerotouchsupport.com/pylon-review.html",
  "marketplace": "https://aibuildermarketplace.com/marketplace/pylon/",
  "vendor_site": "https://usepylon.com"
 },
 "purchase": {
  "seller": "the vendor",
  "how": "AIBuilder Marketplace does not sell this software. Sign up, start a trial or buy on the vendor's site.",
  "handoff_url": "https://pylon.partnerlinks.io/onwjl43ztonn",
  "affiliate": true,
  "disclosure": "Where purchase.affiliate is true, purchase.handoff_url is an affiliate link: AIBuilder Marketplace may earn a commission at no extra cost to the buyer. Commission never changes what a record says, and products are not ranked by commission. Where it is false the link is the vendor's plain site."
 },
 "provenance": {
  "research": "hand-researched dossier, read on the vendor's own pages",
  "researched_since": "2026-07",
  "method": "https://aibuildermarketplace.com/how-we-review/",
  "license": "CC BY 4.0. Credit 'AIBuilder Marketplace' with a link to https://aibuildermarketplace.com/atlas/.",
  "note": "A rebuild is not a new measurement: pricing.verified_at is the date that matters."
 },
 "cost": {
  "status": "not_yet",
  "engine": "https://aibuildermarketplace.com/agents/#cost",
  "rules": null,
  "growth": null
 },
 "unknowns": [
  "Pricing status is 'quote_only': no single public entry price.",
  "Plan-by-plan prices are not structured in this record yet; pricing.notes has the full text.",
  "Contract terms (cancellation, data export, data location, minimum seats) are not researched as separate fields; pricing.notes mentions them only where the vendor's pricing page does.",
  "Being verified: free trial and refund terms are not yet matched to a verbatim line on the vendor's own pages. Not matched does not mean there is none.",
  "No computable price rules yet: cost at a given team size cannot be calculated for this product.",
  "Not tested hands-on by us: what the product does comes from the vendor's pages and our reading of them."
 ],
 "verification": {
  "price": "read",
  "free_trial": "being_verified",
  "refund": "being_verified"
 },
 "status_page": {
  "source_url": "https://status.usepylon.com",
  "platform": "incident_io",
  "period": {
   "from": "2026-07-29T05:40:01.601210Z",
   "to": "2026-10-27T05:40:01.601210Z",
   "days": 90
  },
  "read_at": "2026-10-27T05:40:01.601210Z",
  "source_urls": [
   "https://status.usepylon.com/feed.rss"
  ],
  "claim": null,
  "scope": "Pylon Status. Counts cover all incidents on this page; no component filtering. May include services beyond the reviewed product.",
  "incident_count": null,
  "observed_count": 10,
  "counts_by_vendor_label": {
   "unknown": 10
  },
  "major_or_critical_count": null,
  "observed_major_or_critical_count": 0,
  "duration_seconds": null,
  "known_duration_seconds": null,
  "duration_known_count": 0,
  "ongoing_count": null,
  "incidents": [
   {
    "id": "https://status.usepylon.com//incidents/01M4Y5HKJPRKFG8Q6NCX9E93M1",
    "source_url": "https://status.usepylon.com//incidents/01M4Y5HKJPRKFG8Q6NCX9E93M1",
    "label": "unknown",
    "title": "Platform loading issues",
    "started_at": null,
    "published_at": "2026-10-14T21:34:00Z",
    "resolved_at": null,
    "ongoing": null,
    "kind": "notice"
   },
   {
    "id": "https://status.usepylon.com//incidents/01M4R1CVW391EPNDCBTBG9J0NH",
    "source_url": "https://status.usepylon.com//incidents/01M4R1CVW391EPNDCBTBG9J0NH",
    "label": "unknown",
    "title": "[EU-hosted instances] Platform Loading Issues/Unable to Login",
    "started_at": null,
    "published_at": "2026-10-12T12:51:41Z",
    "resolved_at": null,
    "ongoing": null,
    "kind": "notice"
   },
   {
    "id": "https://status.usepylon.com//incidents/01M49A5KXZ233Y05N5W621E809",
    "source_url": "https://status.usepylon.com//incidents/01M49A5KXZ233Y05N5W621E809",
    "label": "unknown",
    "title": "Platform loading issues and events processing delay",
    "started_at": null,
    "published_at": "2026-10-06T20:02:56Z",
    "resolved_at": null,
    "ongoing": null,
    "kind": "notice"
   },
   {
    "id": "https://status.usepylon.com//incidents/01M3VS9M188XP8RQBAGX78Y00S",
    "source_url": "https://status.usepylon.com//incidents/01M3VS9M188XP8RQBAGX78Y00S",
    "label": "unknown",
    "title": "Errors when sending SMS and receiving phone calls",
    "started_at": null,
    "published_at": "2026-10-01T13:31:59Z",
    "resolved_at": null,
    "ongoing": null,
    "kind": "notice"
   },
   {
    "id": "https://status.usepylon.com//incidents/01M3MCQ20QZKHKD61ED9J6WPFB",
    "source_url": "https://status.usepylon.com//incidents/01M3MCQ20QZKHKD61ED9J6WPFB",
    "label": "unknown",
    "title": "Inbound Email Delays for US Hosted Workspaces",
    "started_at": null,
    "published_at": "2026-09-28T18:03:44Z",
    "resolved_at": null,
    "ongoing": null,
    "kind": "notice"
   },
   {
    "id": "https://status.usepylon.com//incidents/01M246ESPCRZADZ1H0PF3WTPXS",
    "source_url": "https://status.usepylon.com//incidents/01M246ESPCRZADZ1H0PF3WTPXS",
    "label": "unknown",
    "title": "Latency Issues within the Pylon Platform",
    "started_at": null,
    "published_at": "2026-09-09T23:53:09Z",
    "resolved_at": null,
    "ongoing": null,
    "kind": "notice"
   },
   {
    "id": "https://status.usepylon.com//incidents/01M20JEYSKK26P0XTG2XJMYEAZ",
    "source_url": "https://status.usepylon.com//incidents/01M20JEYSKK26P0XTG2XJMYEAZ",
    "label": "unknown",
    "title": "General error messages navigating on tickets",
    "started_at": null,
    "published_at": "2026-09-08T13:35:17Z",
    "resolved_at": null,
    "ongoing": null,
    "kind": "notice"
   },
   {
    "id": "https://status.usepylon.com//incidents/01M107C1HJ9Z167DTNQ5Y76702",
    "source_url": "https://status.usepylon.com//incidents/01M107C1HJ9Z167DTNQ5Y76702",
    "label": "unknown",
    "title": "Maintenance: Planned infrastructure upgrade",
    "started_at": null,
    "published_at": "2026-09-04T06:15:00Z",
    "resolved_at": null,
    "ongoing": null,
    "kind": "notice"
   },
   {
    "id": "https://status.usepylon.com//incidents/01M0AYCJ3STM5HFM6192PM8B33",
    "source_url": "https://status.usepylon.com//incidents/01M0AYCJ3STM5HFM6192PM8B33",
    "label": "unknown",
    "title": "Analytics dashboard loading issues",
    "started_at": null,
    "published_at": "2026-08-18T17:40:05Z",
    "resolved_at": null,
    "ongoing": null,
    "kind": "notice"
   },
   {
    "id": "https://status.usepylon.com//incidents/01M08D2MWSNK3RVB3T6EB673W0",
    "source_url": "https://status.usepylon.com//incidents/01M08D2MWSNK3RVB3T6EB673W0",
    "label": "unknown",
    "title": "Codebase search failures",
    "started_at": null,
    "published_at": "2026-08-17T22:21:03Z",
    "resolved_at": null,
    "ongoing": null,
    "kind": "notice"
   }
  ],
  "coverage": "feed_entries_only",
  "note": "Vendor-reported incidents, not measured uptime. Durations are summed per incident, clipped to the window; overlaps count separately. Feed notices use publication dates, may include maintenance and lack original start/end times. Counts cover the whole vendor page, not product-only incidents.",
  "availability": "ok"
 },
 "task_evidence": null,
 "open_questions": [
  {
   "question_id": "pylon:public_price",
   "key": "public_price",
   "question": "Can you publish a price, or a starting price, for the plans that are quote-only?",
   "status": "open"
  },
  {
   "question_id": "pylon:cancellation_terms",
   "key": "cancellation_terms",
   "question": "Can a customer cancel at any time, and what happens to an annual plan that is cancelled mid-term?",
   "status": "open"
  },
  {
   "question_id": "pylon:data_export",
   "key": "data_export",
   "question": "Which data can a customer export, in which formats, on which plans?",
   "status": "open"
  },
  {
   "question_id": "pylon:data_location",
   "key": "data_location",
   "question": "Where is customer data stored, and can a customer choose the region?",
   "status": "open"
  },
  {
   "question_id": "pylon:minimum_seats",
   "key": "minimum_seats",
   "question": "Is there a minimum number of seats or users on any plan?",
   "status": "open"
  }
 ],
 "vendor_answers": [],
 "agent_channels": {
  "vendor_mcp": {
   "what": "Server at mcp.usepylon.com: read and update issues, accounts and contacts — exactly the data you can already see in Pylon yourself.",
   "plan": "Price not stated. You do need a Member or Admin role with 'MCP Access' enabled, and rate limits apply per tool.",
   "status": "Live",
   "source": "https://docs.usepylon.com/pylon-docs/integrations/pylon-mcp",
   "checked": "2026-07-28",
   "note": "The vendor's own MCP server, from our MCP research; it works with your own account at the vendor."
  },
  "agent_checkout": {
   "status": "not_found",
   "detail": "No explicit support for purchases by AI agents on the vendor's own pages.",
   "checked_at": "2026-10-07",
   "method": "homepage, /pricing and the pricing page we cite, read as plain HTML (no JavaScript) and searched for explicit support of purchases by AI agents: Agentic Commerce Protocol, Instant Checkout, Agent Payments Protocol, buy in ChatGPT, agentic checkout"
  }
 },
 "task_scope": {
  "scope": "customer_support_helpdesk",
  "label": "Customer-support help desk",
  "why": "B2B customer support platform built for Slack and Microsoft Teams.",
  "source": "our dossier",
  "phrases": [
   "help desk",
   "helpdesk",
   "customer support",
   "customer service",
   "support inbox"
  ]
 }
}