Platform Overview
Sustentus is a multi-tenant B2B service marketplace that automates the end-to-end lifecycle of service delivery — from lead intake through to project completion and payment. The platform connects three core stakeholders: vendors who source service leads, experts who deliver the work, and customers who request services.
How It Works
Vendors onboard onto the platform and configure their service categories. When a customer submits a service request (a lead), the platform’s AI agent gathers business requirements through a conversational interface, producing a structured Business Requirements Document (BRD). Once the customer approves the BRD, the lead enters the bid pool where matched experts submit proposals. After a bid is accepted, the project moves to delivery, tracked through milestones with payment processing at each stage.
Stakeholders
| Role | Description |
|---|---|
| Vendor | Organisation that sources service leads and manages customer relationships. Signs up via the marketing site and configures their service offerings. |
| Customer | End-user requesting a service. Interacts with the BRD agent to define requirements and reviews expert proposals. |
| Expert | Service provider who bids on leads in the bid pool, submits proposals with milestones and pricing, and delivers the project. |
| CSM | Customer Success Manager. Customer-facing internal role that oversees engagement quality and steps in when flagged by experts. |
| SDM | Service Delivery Manager. Expert-facing internal role that manages expert performance and delivery standards. |
| Admin | Platform administrator with full system access including tenant configuration, workflow management, and snapshot control. |
For detailed responsibilities and what each role sees in the platform, see Roles.
Business Model
Sustentus operates on a tiered subscription model for vendors, combined with a service fee on transactions.
Subscription Tiers
| Tier | Target | Key Features |
|---|---|---|
| Self-Service | Small vendors | AI intake and routing, dashboard and analytics, email support |
| Growth | Mid-market vendors | All Self-Service features plus advanced user management, custom roles and permissions, priority support |
| Managed (Enterprise) | Large vendors | All Growth features plus dedicated CSM and SDM, custom workflows, SLA and governance |
| Partner (Enterprise) | White-label partners | White-label delivery, API and SSO integration, revenue sharing |
Service Fee
A configurable percentage (default 10%) is applied to each quote as the platform’s service fee. This is calculated automatically when an expert submits a proposal and is visible on the quote alongside the base amount and total.
Multi-Tenancy
Every vendor operates within their own tenant — an isolated instance with its own users, leads, and settings. This means:
- Data isolation: Each vendor’s leads, proposals, invoices, and team are scoped to their tenant.
- Shared status workflow: All tenants follow the same deterministic status workflow, defined in version-controlled JSON; SLA timers and automation rules are configured per tenant.
- Independent settings: Service fee percentages, notification templates, and product catalogues are tenant-specific.
Integration Points
| Integration | Purpose | Status |
|---|---|---|
| Clerk | Authentication and user management | Active |
| Linear | Error reporting and bug tracking | Active |
| PostHog | Product analytics and conversion tracking | Active |
| Stripe | Payment processing for expert payouts and usage fees | Planned |
| CRM (Webhook) | Inbound lead ingestion from vendor CRMs | Planned |
| Embeddable Forms | Lead capture forms vendors embed on their own websites | Planned |
Platform Architecture (Non-Technical)
The platform consists of several user-facing applications:
- Marketing Site — Public website where vendors learn about Sustentus and sign up for a subscription tier.
- Platform Application — The main dashboard used by all roles (vendor, customer, expert, CSM, SDM, admin) with role-based views.
- BRD Agent — AI-powered conversational interface that guides customers through defining their service requirements.
Each vendor gets a personalised dashboard showing their funnel performance — from lead intake through to project delivery — with conversion rate metrics at every stage.