Support that starts with context.

Our support teams understand your infrastructure because we helped build it. Get expert help when you need it.

Support tiers

Choose the support level that matches your operational requirements.

Standard

Business hours support for non-critical systems and general inquiries.

  • Monday-Friday, 9 AM - 6 PM ET
  • 4-hour initial response
  • Email and ticket support
  • Monthly health reviews
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Extended Coverage

Extended hours support for production systems and time-sensitive issues.

  • Monday-Saturday, 7 AM - 10 PM ET
  • 2-hour initial response
  • Phone, email, and chat support
  • Bi-weekly health reviews
  • Dedicated support engineer

Mission-Critical

24/7 support for systems where downtime directly impacts revenue or safety.

  • 24/7/365 coverage
  • 30-minute initial response
  • Phone, email, chat, and Slack
  • Weekly health reviews
  • Named support team with escalation paths

Incident response workflow

A structured process to get you back on track quickly.

1

Submit

Report the issue through our portal, email, or phone

2

Triage

We assess severity and assign the right engineer

3

Stabilize

Implement immediate fixes to restore service

4

Resolve

Address root cause and verify the fix

5

Review

Document lessons learned and prevent recurrence

Support availability

Tier Hours Response Time Channels
Standard Mon-Fri, 9 AM - 6 PM ET 4 hours Email, Ticket
Extended Mon-Sat, 7 AM - 10 PM ET 2 hours Phone, Email, Chat
Mission-Critical 24/7/365 30 minutes Phone, Email, Chat, Slack

Request support

Need help? Submit a support request and we'll respond according to your support tier.

Client Support Sign-In

Existing clients can access the support portal to view tickets, track issues, and access documentation.

Contact Us for Portal Access