Existing clients - we've got you.
Support that actually
picks up the phone.
No ticket black holes. No "we'll get back to you next week". When something breaks, you reach a senior engineer who already knows your stack - and if it's on us, we fix it on us.
AMC & retainer SLAs
Response times we put in writing.
Every AMC and retainer contract carries the same SLA grid. Not a "best effort" clause - a commitment we track and report on every month. If we miss, you know before you have to ask.
- A named account manager, not a helpdesk queue
- One escalation path - straight to a senior lead
- Monthly health-check reports with real metrics
- No ticket closed without written sign-off
| Severity | What it means | Response |
|---|---|---|
| Critical (P1) | Production down or data at risk. | 15 min ack / 2 hr fix window |
| High (P2) | Major feature broken, workaround exists. | 1 hr ack / same-business-day |
| Normal (P3) | Bug, small enhancement or config change. | 4 hr ack / within 2 business days |
| Low (P4) | Questions, feature requests, documentation. | Next business day / scheduled sprint |
Not a client yet?
Take our AMC for a test-drive.
Start with a fixed-price 90-day support engagement. If we don't reduce your open-ticket backlog by 50%, we'll refund the retainer fee. That's the deal - in writing, on the invoice.
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