Coverage & channels
Define working hours, contact routes, authorised requesters and how to raise a critical issue.
We build it.
We stand behind it.
Responsive support, clear ownership and service levels agreed around your operation. Because confidence should continue after launch.
Discuss your support needsSupport with accountabilityA real person.
A real person.
A clear next step.
When an issue affects your business, you need a team that understands the system and takes responsibility for the next step.
We define the support channel, coverage window, priorities, response targets and escalation path in a written SLA. Availability and around the clock cover depend on the plan you agree with us.
Priority brings clarity.
Example severity framework.
Actual targets are defined in your agreement.
| Priority | Typical impact | How we approach it |
|---|---|---|
| Critical | Core service unavailable or severe business impact | Urgent assessment, agreed escalation and coordinated recovery |
| High | A major function is significantly impaired | Prioritised investigation and a practical workaround where possible |
| Normal | Limited impact with an available workaround | Assessment and scheduling within the agreed support process |
| Request | A question, improvement or planned change | Clarification, estimation and roadmap planning |
Response targets measure acknowledgement and assessment, rather than guaranteed resolution. Your SLA specifies coverage hours, exclusions, dependencies and any credits.
Response & escalation
Agree measurable response targets, communication updates and an escalation owner for each priority.
Care & continuity
Specify maintenance, monitoring, backup responsibilities, documentation and a transition plan.