1. Scope of Enterprise Technical Support
Elegensoft is dedicated to providing responsive, expert-level technical assistance for all our commercial software products, custom deployments, and client infrastructure integrations. Our engineering support structure ensures that critical operational incidents are triaged rapidly by senior software architects and systems engineers rather than generic front-line scripts.
2. Support Coverage & Incident Severity Classifications
To maintain rigorous accountability, incoming technical support inquiries are categorized into four standardized severity levels, each backed by committed initial response and mitigation targets:
| Severity Level | Classification Definition | Committed Response Window | Target Mitigation Time |
|---|---|---|---|
| Severity 1 (Critical) | Production system down, complete service outage, catastrophic data pipeline failure, or critical security breach with no workaround available. | < 1 Hour (24/7/365) | Continuous 24-hour engineering engagement until resolved. |
| Severity 2 (High) | Major product functionality severely impaired, significant transaction latency, or high-impact operational bottleneck with limited manual workaround. | < 4 Hours (Business Hours) | Mitigation within 12 business hours. |
| Severity 3 (Medium) | Non-critical functional defects, administrative UI issues, minor API errors, or configuration challenges with effective workarounds. | < 12 Hours (Business Hours) | Patch included in next scheduled maintenance cycle. |
| Severity 4 (Low / General) | General architectural inquiries, documentation clarifications, feature enhancement suggestions, or optimization consultations. | < 24 Hours (Business Hours) | Triage and backlog assignment within 5 business days. |
3. Official Support Channels & Availability Windows
Clients with active support agreements may reach our engineering teams through the following verified channels:
- Enterprise Customer Portal: Submit and track real-time tickets at our dedicated support portal with automated SLA tracking and engineer assignment.
- Emergency Hotline: 24/7 dedicated telephone and VoIP access provided exclusively to enterprise clients with Severity 1 production contracts.
- Direct Support Email: Technical inquiries may be transmitted to [email protected], automatically generating a priority ticket in our tracking system.
- Standard Operating Hours: Monday through Friday, 09:00 to 18:00 (UTC+6 / BST), excluding designated national holidays. Critical Severity 1 support operates continuously 24/7/365.
4. What Technical Support Covers
Our standard and premium support packages encompass:
- Diagnosis and resolution of core defects, runtime bugs, and crashes within Elegensoft software releases.
- Installation guidance, initial environment configuration assistance, and dependency verification.
- Provision of critical security patches, zero-day vulnerability updates, and minor version upgrades.
- Clarification of API documentation, database schemas, and official developer integration guides.
- Database migration assistance between supported minor and major release versions.
5. Exclusions from Support Scope
Unless covered under an expanded custom engineering retainer, technical support explicitly excludes: (i) debugging custom third-party code modifications not authored by Elegensoft; (ii) hardware repairs or operating system kernel failures on client-managed on-premise hardware; (iii) bespoke feature engineering or fundamental design modifications outside agreed SOWs; and (iv) supporting end-of-life (EOL) software versions that have been superseded for more than twelve (12) months.