Email support
The fastest route for non-urgent issues. Include environment, steps, and screenshots where possible.
Support
Help when the system matters most
Existing clients get a named escalation path and agreed response times. Everyone else gets a straight answer within one business day.
Channels
How to reach us
Phone escalation
For P1 incidents on managed platforms, use the escalation number in your support agreement.
Client portal
Ticket history, status, and SLA reporting for clients on a managed support agreement.
Service levels
Response targets by severity
Applies to clients on a managed support agreement. Hours are business hours unless 24/7 cover is contracted.
| Severity | Definition | Response target | Update cadence |
|---|---|---|---|
| P1 — Critical | Production down or data at risk | 1 hour | Hourly |
| P2 — High | Major function impaired, no workaround | 4 business hours | Twice daily |
| P3 — Medium | Degraded function with a workaround | 1 business day | Daily |
| P4 — Low | Minor issue, question, or request | 3 business days | Weekly |
TODO: confirm these match your signed SLA templates.
FAQ
Common questions
What counts as a P1 incident?
Production is unavailable, data integrity is at risk, or a business-critical process cannot run at all. If in doubt, raise it as P1 and we will reclassify together.
Do you support systems you did not build?
Often, yes. We start with a short audit to understand the codebase and infrastructure, then agree what level of support is realistic.
Can we get 24/7 cover?
Yes, as a contracted option. It covers P1 and P2 incidents outside business hours with an on-call rota.
How do you handle change requests?
Small changes come from the support pool. Larger enhancements are scoped separately so they do not quietly consume your support hours.
What information should we include in a ticket?
Environment, time it started, what changed recently, exact error messages, and steps to reproduce. It genuinely halves resolution time.
Need help right now?
Send the details and we will pick it up. Managed-support clients should use the escalation path in their agreement.