# ConceptMem — customer support evaluation brief

Proposed pilot scope · 16 September 2026 · subject to written agreement

## The decision

Can governed customer context reduce the time your team spends reconciling conflicting records or explaining a change?

Start with one support workflow: a customer import says the contact channel is phone; a later support case proposes email. Both address one stable customer ID. ConceptMem receives proposals, applies configured field rules, routes conflicts to review and exposes accepted state with provenance. Your application supplies the integration; no prebuilt support-system connector is assumed.

## A short demonstration

Synthetic customer `customer:sample_1042`; field `contact_channel`; allowed values `phone` and `email`; enforcement enabled; conflicting updates use review.

1. Import phone. The accepted channel is phone.
2. Propose sms. The field rule refuses it, reporting a blocking violation and skipped value. Phone stays current.
3. Propose email. Phone becomes disputed and the proposal waits for review. There is temporarily no current channel. The application must handle that gap.
4. An authorized reviewer approves email. The schema is checked again. In this example email becomes current and phone becomes superseded.
5. Inspect history and the accepted change: source, actor, confidence, timestamp, extraction method and review context.

This is configured example behavior, not a customer result. Review is available to authorized writers; it is not restricted to a human-only approval role.

## Proposed scope

- Up to six weeks, including preparation and four weeks of weekly use.
- One workflow, one primary customer class and three to five changing fields.
- Stable customer IDs, structured observations and source provenance.
- Begin with synthetic or minimized data. Agree access and data scope before live data.
- Use the hosted REST API or MCP endpoint. TypeScript SDK implementation and preview docs exist; public npm publication is pending.
- Proposed integration support: up to four setup hours and one hour each week. Confirm staffing, support hours, fees and exceptions before starting.
- Agree the operation, storage, database and request-rate ceilings for this workload.

## Success criteria to agree at kickoff

| Measure            | Baseline / target to complete together                                                                                                                     |
| ------------------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Business outcome   | Choose reconciliation time or investigation time; record sample size and baseline. A proposed experimental target is 30% less time, not a promised result. |
| Correctness        | Pre-agreed conflict, refusal, review, provenance and access cases; no critical failures.                                                                   |
| Integration effort | Record customer and ConceptMem hours; agree a maximum before starting.                                                                                     |
| Adoption           | Weekly use over four weeks.                                                                                                                                |
| Cost               | Record operations, storage, AI requirements and support effort.                                                                                            |
| Decision           | Name the technical owner and buyer; schedule a continue-or-stop review at kickoff.                                                                         |

## Service and purchasing boundaries

ConceptMem is a managed service. Rules run inside the service. Each observation is transactional; a multi-observation operation commits observations separately. Exports provide state views, not a full restorable backup. Listed plans do not include dedicated compute or a contractual uptime SLA.

The current monthly catalog lists Free, Build, Growth and Scale. Review current prices, limits and support at [Pricing](https://conceptmem.dev/pricing), then review a plan in Billing & usage after sign-in. Enterprise scope and support require discussion; there is no separate Enterprise checkout tier. Agree all pilot fees before starting.

At exit, review the results, export the agreed state and follow the agreed database closure procedure. Record any unresolved requirements before expanding operational dependence.

## Start the conversation

Email **maximiliano.veiga@lumenlabs.dev**, subject **ConceptMem — support-context pilot**.

Include the workflow, conflicting fields, expected volume, integration method, technical owner, buyer, data and access requirements, support window, baseline measure and target start date. Do not send credentials or customer records in the inquiry.

[Enterprise evaluation](https://conceptmem.dev/enterprise) · [Contact](https://conceptmem.dev/contact#pilot-brief) · [MCP guide](https://conceptmem.dev/docs/mcp) · [SDK preview](https://conceptmem.dev/docs/sdk)