Airwai Points of Contact¶
The named humans on the Airwai side, what they own, and how to reach them.
Primary contacts¶
Amir Emadi — Co-founder, CEO¶
| Owns | Reach |
|---|---|
| Sales escalation, pricing exceptions, Rig conversion, federal procurement, MSA / DPA review, strategic decisions | Email: amir@airwai.com · Phone: (619) 964-4116 · Slack: direct message |
| Final approval on anything outside standard call-center autonomy | Default SLA: 24 hours |
| Customer escalations where revenue or relationship is at risk | Urgent SLA: 4 hours (mark urgent) |
When to contact Amir: - Discount beyond 20% off annual - Rig opportunity (4-hour SLA, +5% commission applies) - Federal procurement with formal solicitation - MSA / DPA / contract review request - Refund beyond 14-day window - Churn risk on a meaningful account - Anything that would benefit from a CEO conversation
Manomit Bal — Director, Software AI¶
| Owns | Reach |
|---|---|
| Product roadmap, detection-pipeline development, technical architecture | Email: manomit@airwai.com · Slack: direct message + #airwai-product |
| All product bug triage + prioritization | Default SLA: 24 hours |
| Feature-request review (weekly) | Weekly cadence |
When to contact Manomit: - Critical product bug (P0) - High-severity bug (P1) - Feature request (no urgency; goes into weekly review) - Technical question about the detection pipeline or compliance mappings - Customer asking for a specific integration
Austin Wiggins — DevOps¶
| Owns | Reach |
|---|---|
| App stability, infrastructure, build / release / hosting | Email: austin@airwai.com · Slack: #airwai-product |
| All P0 / P1 bug response (in conjunction with Manomit) | Urgent SLA: 4 hours |
| App Store + TestFlight publishing | As needed |
When to contact Austin: - App crashes / mass technical issue - ArcGIS push failure (server-side) - App Store-related questions (review responses, version-bump questions)
General contact¶
| Channel | Purpose |
|---|---|
| info@airwai.com | Catch-all when unsure where to route. Forwarded to Amir or routed to the appropriate owner |
| Slack #airwai-sales | Sales-related real-time |
| Slack #airwai-product | Product / engineering real-time |
| Slack #customer-feedback | Real-time customer-quote sharing |
| Slack #ergis-call-center | Dedicated channel for the call center ↔ Amir |
Routing by issue type (cheat sheet)¶
| Issue | Who | SLA |
|---|---|---|
| App crash / data loss | Manomit + Austin | 4 hr |
| Bug, isolated | Manomit | 24 hr |
| Feature request | Manomit | Weekly |
| Pricing exception | Amir | 24 hr |
| Rig signal | Amir | 4 hr (+5% commission!) |
| Federal procurement | Amir | 24 hr |
| MSA / DPA review | Amir | 48 hr |
| Refund > 14 days | Amir | 24 hr |
| Churn risk | Amir + Manomit | 24 hr |
| Compliance / regulatory question | Amir | 48 hr |
| Press / media | Amir | 24 hr |
| Partnership opportunity | Amir | 48 hr |
| Standard product how-to | Manomit (low priority) | 72 hr |
Communication norms¶
Email¶
- Subject line discipline: start with
[LAIRA App]for call-center matters;[Bug P0]/[Bug P1]/[Feature]for product;[Rig Opp]for Rig signals - Always CC the relevant channel: if the topic involves the call center, CC the call-center lead
- Reply expectations: 24 hours business days; 4 hours for urgent. Out-of-band response if Airwai is at a customer site or conference.
Slack¶
- Threads, not channel spam: keep follow-ups in threads
- @mention only when action required
- Late-night messages: next-business-day response is fine; no expectation of off-hours
- DMs vs. channels: prefer channels for transparency; DMs for sensitive customer-specific or financial matters
Phone¶
- Amir's mobile is for genuine urgency. SBD / Rig opportunities / live customer at risk.
- Don't call Amir's mobile for standard escalations — email or Slack instead.
Recurring meetings¶
- Weekly sync: 30 min, Monday 10 AM EST. Amir + call-center lead. Walk through the weekly report. Open Q&A.
- Monthly review: 60 min, first business Tuesday of the month. Walk through the monthly report. Strategic adjustments.
- Quarterly: 90 min strategy review.
Out-of-office coverage¶
Airwai is a small team. When Amir is out: - Substitute: Manomit covers sales escalations during Amir's OOO - Authority: Manomit can approve discounts up to standard call-center authority (no more); cannot approve MSA / DPA / refund exceptions
When the call-center lead is out: - Substitute: designated backup agent (named by the call center) - Reporting: weekly report still goes out on Monday; format remains standard
Escalation chain (when the standard contact isn't responding)¶
- Standard owner (per routing matrix)
- After SLA + 24 hours: Amir
- After Amir non-response (rare): Buck Jordan (Co-founder, Advisor) — buck@airwai.com (use sparingly)
Sensitive channels (do not use without permission)¶
| Channel | Why off-limits |
|---|---|
| Investor email list | Investor relations is CEO-owned |
| Customer support email (support@airwai.com) | Not yet set up; routes go through info@ |
Corporate Files Shared Drive (0AIUWvZdhLm9bUk9PVA) |
Strategic + financial data; not for call-center work |
| Drive: Investor Data Room | Confidential investor materials |
| Stripe banking / connected account settings | Restricted |
| HubSpot admin settings | Owner is Airwai; call-center admin role is scoped |
Updating this document¶
This contact list is versioned. Airwai will notify the call center when contacts change (new hire, role change, departure). The latest version always lives at this path; older versions are in version control.