Scheduled guidance
Reserved working sessions for architecture questions, planned changes, integration reviews and backlog prioritisation.
Typical rhythm: agreed monthly or fortnightly sessions.
Support & continuity
Keep the important connections understandable.
Support is scoped around the systems we have agreed to work on, the access available and the operating process your organisation owns.
Support tiers
Support that fits the relationship.
We agree coverage, named contacts, channels, service boundaries and exclusions in writing before support starts.
Planned platform change
A recurring delivery cadence for partner updates, product improvements, test maintenance and documentation upkeep.
Typical rhythm: prioritised queue with a regular planning and review cycle.
Defined incident support
Agreed triage and investigation for in-scope integrations, with escalation paths, access controls and client incident ownership made explicit.
Typical rhythm: only as set out in the applicable service agreement.
Triage with context
Severity is a shared assessment.
These example categories and response targets are illustrative only. Contracted targets, if any, are defined in the signed support agreement.
| Example severity | Working definition | Illustrative initial response |
|---|---|---|
| SEV 1 · Critical | Critical in-scope service unavailable with no viable workaround; material customer or operational impact. | Within 1 business hour during agreed coverage. |
| SEV 2 · Major | Important capability materially impaired; a workaround may be available but creates operational burden. | Within 4 business hours during agreed coverage. |
| SEV 3 · Moderate | Limited impact, an isolated integration issue or a supported workaround is available. | Within 1 business day. |
| SEV 4 · Planned | Question, documentation request or non-urgent change with no immediate service impact. | Within 3 business days or at the next agreed planning session. |
Response target means acknowledgement and triage, not resolution. Targets are examples for discussion and are not service commitments.
Operational practice
Good support is built into the handover.
Service-hours guidance
Standard business-hours coverage is agreed by time zone, calendar and named contacts. Out-of-hours coverage is not assumed; it must be explicitly scoped and documented.
Escalation principles
We record impact, affected systems, timeline, recent changes and safe evidence. We escalate through the named client route and avoid requesting credentials or unnecessary personal data.
Release support
Where agreed, release assistance includes a readiness review, test evidence check, deployment coordination, rollback criteria and post-release observation window.
Integration monitoring
We can review available health signals, failed-message queues, provider status and reconciliation exceptions. Monitoring access and alert ownership remain part of the agreed operating model.
Documentation handover
Support work updates relevant system maps, runbooks and known limitations so operational knowledge does not live only in a ticket thread.
Emergency guidance
The listed phone number is for business enquiries, not an emergency or incident hotline. For urgent operational events, follow your organisation’s critical-incident process and contact its designated internal responders.
Support request
Give us enough context to route the question.
Please do not include passwords, full payment card details or unnecessary sensitive personal data. Use your organisation’s approved secure channel for restricted incident evidence.
Business enquiries
Thank you. Your support request has been submitted. We will use the supplied contact details to follow up through the agreed support route.
We could not submit this request right now. Please email hello@ledgerloom.studio or call +14198445933.