Support & continuity

Delivery continuesafter release.

Support is useful when systems, coverage, channels, priorities, responsibilities, and service targets are defined—not assumed.

Application

Support route

Resolution record

Support models

Choose the operating model that matches the system.

A defined period for resolving agreed launch defects and supporting the transition into normal use.

Planned corrective, preventive, and compatibility work for an agreed system and supported environment.

An ongoing support arrangement with documented channels, coverage, priorities, responsibilities, and service targets.

Separately assessed enhancements, integrations, reports, workflow changes, and new modules after the accepted scope.

Issue classification

Actual response and resolution targets are agreed for the supported system, coverage hours, dependencies, and commercial arrangement.

Priority 1

A confirmed issue causing critical agreed business functionality to be unavailable, with no practical workaround.

Priority 2

A significant loss of agreed functionality with material business impact, but partial operation or a workaround remains.

Priority 3

A non-critical defect or degraded function that does not stop the core agreed operation.

Service request

A question, access request, data request, configuration request, or proposed improvement rather than a defect.

Before support begins

Supported hours, channels, locations, holidays, escalation, and any on-call arrangement.

Applications, modules, environments, versions, integrations, infrastructure, and excluded components.

Authorized requesters, access, triage, approvals, third parties, client actions, and communication owners.

Ticket records, priority, status, root-cause expectations, release notes, and periodic review where agreed.

Support planning

Tell us which system needs support and what business process depends on it.