Service
Service and support
Hou support wirks, hou we clessifee issues and hou service levels are agreed.
Support model
Support comes straucht frae the engineers that design and big oor systems. Support oors, uptime targets and response commitments are scoped per contract tae suit ilka engagement.
Support channel: support@rodmena.co.uk · telephone and SMS: +44 7537 179434.
Severity definitions
| Severity | Defineetion |
|---|---|
| Severity 1: critical | Production seestem doon or no uisable, wi nae workaroon available |
| Severity 2: major | Muckle dwang or a key function impairt; a workaroun may exist |
| Severity 3: minor | Leemitit impact, inconvenience or cosmetic issue |
| Severity 4: question | How-to questions, feature requests and 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 ootwi agreed business hours whaur possible and announced in advance. Emergency security patchin may tak place at short notice, and customers are notified.
Implementation and training
Ilka engagement starts wi a scoped implementation plan coverin airchitectur review, deployment, data migration whaur it's needit, an hands-on trainin for yer team. Documentation is pairt o ilka delivery, written sae that yer engineers can run the system withoot us (see exit & portability).
Live service status: the status board on uptime.systems.