Planned assistance
For questions, access requests and non-urgent technical help. Available Monday–Friday, 08:00–18:00 GMT through the request form below.
Support · A clear next step when it matters
Practical support for the systems we help you run.
Use this hub for non-urgent client requests, incident preparation and guidance on how to escalate an active issue. Contracted response targets apply to the scope in your engagement agreement.
Critical incident route
For contracted critical-support clients, the route is open 24/7.
Use the named escalation channel and contact details in your engagement plan. If that route is unavailable, call our listed number and state that you are a contracted critical-support client. This public page is not monitored as an emergency dispatch line.
Call +15178780691Severity 1 acknowledgement target30 minutes
Severity 2 acknowledgement target2 hours
Standard supportMon–Fri, 08:00–18:00 GMT
Support tiers and response
Know which route to use.
Major degradation
A major function is impaired or user impact is significant, but a safe workaround exists. Target acknowledgement: 2 hours for contracted support.
Critical service impact
A critical production service is unavailable, or a serious incident requires immediate coordinated action. Target acknowledgement: 30 minutes for contracted critical-support clients, 24/7.
Incident severity
Describe impact, not just symptoms.
| Level | Definition | First action |
|---|---|---|
| Severity 1 · Critical | Critical production service unavailable, material data integrity concern or severe ongoing user impact with no safe workaround. | Activate the contracted critical incident route and share current impact and known changes. |
| Severity 2 · High | Major service function degraded or multiple users affected, with a partial workaround or limited scope. | Submit a support request; add affected service, start time and workaround status. |
| Severity 3 · Standard | Limited impact, a single non-critical function issue or a question that does not block operations. | Use the support request form during standard opening hours. |
| Severity 4 · Request | Planned access, information, change or improvement request without an active incident. | Include the desired outcome and any relevant target date. |
Before you escalate
A short incident checklist.
Share what you know, safely. Never include passwords, private keys, access tokens or personal health data in a request.
- Service name, environment and region affected
- When the issue began and how impact is changing
- Who or what is affected, with approximate scope
- Recent changes, alerts or deployment references
- What you have already tried and any workaround
- Safe diagnostic evidence with sensitive values removed
Support request
Tell us what is happening.
Requests are routed to the team for review during the applicable support hours. For Severity 1, do not rely on this form alone; use the contracted emergency route.
Your support request has been received. The appropriate support route will review it during the hours and response commitments in your agreement.
We could not submit this request. Please retry or use the escalation route in your agreement.