Support
Support, around the clock.
One desk for every request and incident, staffed 24×7. Agents triage in seconds; named engineers own the incident until service is restored.
How to reach us
Response targets
Written into the contract and reported monthly. Final targets are agreed per workload tier during design.
| Priority | What it means | Response | Updates |
|---|---|---|---|
| P1 | Service down or unusable in production | 15 minutes, 24×7 | Hourly until restored |
| P2 | Major function degraded, workaround exists | 1 hour, 24×7 | Every 4 hours |
| P3 | Minor fault or single-user issue | 4 business hours | Daily |
| P4 | Request, question or change | 1 business day | On progress |
Raising an incident
Call for P1 and P2 so the clock starts immediately, then confirm by email. Tell us the account, the service, the time it started and any change that preceded it.
Escalation
Every account has a named escalation path — engineer, duty manager, service owner — handed over at onboarding and reviewed each quarter.
Planned maintenance
Notified in advance with the window, the blast radius and the rollback. Change freezes around your peak periods are agreed up front.
Monthly reporting
Availability against target, tickets by priority, SLA attainment, security findings and cost movement — one report across all three clouds.
Billing questions
Invoices, purchase orders and payment methods are handled by the accounts desk. See payment options.
Domains and DNS
Record changes, transfers and renewals go through the same desk. Check a record with the WHOIS lookup.