Second Line by IDNL
Second-line investigation for every support email, before your team replies.
Second Line reads the request, checks your knowledge base, tickets, mailboxes, devices and documents, works down level by level to the cause, and drafts the reply. A person on your team checks it and presses send.
How it works · sample data
One email, from inbox to a reply your team only has to check
Inbox · operator
Second Line · working
Sources it can reach
Who it’s for
Any team that answers the same kinds of questions from scattered information
IT directorsIncidents investigated across devices, network and applications, with the evidence attached.
Service managersFaults matched to building logs, manuals, contracts, spares and engineer calendars.
Sales teamsProduct questions answered from catalogue, stock, datasheets and the latest notices from head office.
Marketing teamsRequests turned into briefs from approved assets, approved claims and past results.
Cost under control
The right model for each step
Reading an email and searching an index is cheap work. Tracing a fault through source code is not. Second Line uses a fast, low-cost model where it can and the most capable model where it must, and shows you the cost of every answer.
Level 1
Fast, low-cost modelReading requests, searching sources, routine answers.
Level 2
Most capable modelLogs, code, conflicting sources, the final reply.
Level 3
Your teamReviews every reply before it goes out, and takes over whenever Second Line is unsure.
Measured, not promised
Start with a pilot on your own past requests
- 1DiscoveryHow your support runs today, and every source mapped and rated.About 1 week
- 2PilotOne team or product line. We replay solved requests and compare the answers with what your team did.2–3 weeks
- 3BuildAll sources and systems connected, security-tested, staff trained.Fixed quote after the pilot
- 4RunHosting, models, tuning and knowledge refresh in one monthly fee.Monthly
Correct, with sourcesAnswered as well as your team did.
Handed to a personRightly not answered alone.
Wrong answersEvery one listed, with its reason and fix.
Cost per answerAt your volume, by model level.
Built by a security team
Second Line can read everything your company knows. We secure it like any other system with that access.
Your data stays where you chooseUK or EU hosting, or your own servers. Never used to train public models.
Read-only by defaultIt reads logs and systems; it changes nothing unless you allow it, step by step.
Answers respect permissionsEach person only sees what they are allowed to see.
Tested before launchPrompt injection, data-leak and access tests, with every step logged.
Tell us where your knowledge lives today
A 30-minute call, no charge. You get a short note: what a pilot would cover, and what it would cost.
Or write to info@idnl.solutions