Service
Service and support
How support works, how we classify issues and how service levels are agreed.
Support model
Support comes directly from the engineers who design and build our systems. Support hours, uptime targets and response commitments are scoped per contract to suit each engagement.
Support channel: support@rodmena.co.uk · telephone and SMS: +44 7537 179434.
Severity definitions
| Severity | Definition |
|---|---|
| Severity 1: critical | Production system down or unusable, with no workaround available |
| Severity 2: major | Significant degradation or a key function impaired; a workaround may exist |
| Severity 3: minor | Limited 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 windows
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.
Implementation and training
Each engagement starts with a scoped implementation plan covering architecture review, deployment, data migration where needed, and hands-on training for your team. Documentation is part of every delivery, written so that your engineers can run the system without us (see exit & portability).
Live service status: the status board on uptime.systems.