Support
Incident response, operational guidance, and 24/7 coverage options to keep your platform running smoothly.
Immediate operational escalation
For critical production incidents, call our 24/7 emergency line:
Support Guidelines
How we approach incident support and what you can expect from us.
Incident Support
For production incidents affecting your cloud platform, we provide rapid response and collaborative troubleshooting. We work with your team to isolate the issue, implement mitigations, and prevent recurrence.
Severity Definition
We classify incidents using a standard severity framework to ensure appropriate response. You can escalate incidents if the initial classification doesn't match the business impact.
24/7 Operational Coverage
Available for clients on 24/7 support engagements. For business-hours-only support, response targets apply during your specified support window.
Maintenance Windows
Planned maintenance is communicated at least 2 weeks in advance with maintenance windows scheduled outside business hours when possible.
Onboarding Support
During the first 90 days post-delivery, we provide structured onboarding support including runbook validation, team training, and operational readiness reviews.
Operational Handoff
All engagements include a structured handoff to your team. We ensure your engineers are equipped to operate and evolve the platform independently.
Incident severity levels
Severity levels help us prioritize and allocate resources appropriately. Response times are target ranges, not contractual guarantees. Actual response depends on incident complexity and available expertise.
Sev 1 - Critical
Production system is down or severely degraded affecting customer-facing services or critical operations
Initial Response Target
1 hour
Resolution Target
4 hours (target)
Sev 2 - High
Major functionality is impaired or degraded; significant performance issues affecting production workloads
Initial Response Target
4 hours
Resolution Target
24 hours (target)
Sev 3 - Medium
Minor functionality is affected or there are non-critical features not working as expected
Initial Response Target
8 hours
Resolution Target
5 business days (target)
Sev 4 - Low
Questions, feature requests, documentation issues, or other low-impact inquiries
Initial Response Target
2 business days
Resolution Target
Best effort within 2 weeks
Our incident response process
Initial Contact
You report an incident via phone, email, or support form. We acknowledge receipt and begin initial assessment.
Triage & Severity Assignment
We classify the incident, assign severity, and mobilize the appropriate team. You're notified of severity and escalation path.
Mitigation & Resolution
We work with your team to isolate the root cause, implement mitigations, and resolve. Regular status updates throughout.
Post-incident follow-up
After resolution, we conduct a post-incident review with your team:
- • Root cause analysis and timeline reconstruction
- • Preventive measures to avoid recurrence
- • Detection improvements for faster future response
- • Runbook updates if operational procedures need refinement