Service
Service an support
Hou support wrocht, hou we classifee issues an hou service levels is agreed.
Support model
Support comes straucht frae the engineers that design an bigg oor systems. Support oors, uptime targets an response commitments are scoped per contract tae suit ilka engagement.
Support channel: support@rodmena.co.uk · telephone an SMS: +44 7537 179434.
Severity definitions
| Severity | Defineetion |
|---|---|
| Severity 1: critical | Production seestem doon or onusable, wi nae workaroon available |
| Severity 2: major | Muckle fawin-aff or a key function impairt; a wark-aroon micht exeest |
| Severity 3: minor | Leemitit impact, inconvenience or cosmetic issue |
| Severity 4: question | How-to questions, feature requests an documentation |
Contractual response and resolution targets per severity, uptime commitments and support hours are defined in each signed agreement or SLA schedule.
Maintenance windaes
Planned maintenance is scheduled outside agreed business hours wherever possible and announced in advance. Emergency security patching may take place at short notice, and customers are notified.
Implementin an trainin
Ilka engagement starts wi a scoped implementation plan kiverin architecture review, deployment, data migration whaur it's needit, an hands-on trainin for yer team. Documentation is pairt o ilka delivery, writ sae that yer engineers can run the system athoot us (see exit & portability).
Live service status: the status board on uptime.systems.