Service & support
How support works, how we classify issues, and how service levels are agreed.
Support model
Support is provided directly by the engineers who design and build our systems — there is no tiered call-centre between you and the people who can fix the problem. We scope support hours, uptime targets and response commitments per contract, sized to what the engagement genuinely needs.
Support channel: enquiries@rodmena.co.uk
Severity definitions
| Severity | Definition |
|---|---|
| Severity 1 — Critical | Production system down or unusable, no workaround available |
| Severity 2 — Major | Significant degradation or a key function impaired; a workaround may exist |
| Severity 3 — Minor | Limited impact, inconvenience or cosmetic issue |
| Severity 4 — Question | How-to questions, feature requests and documentation |
Contractual response and resolution targets per severity, uptime commitments and support hours are defined in each signed agreement or SLA schedule.
Maintenance windows
Planned maintenance is scheduled outside agreed business hours wherever possible and announced in advance. Emergency security patching may occur at short notice, with notification.
Implementation & training
Engagements start with a scoped implementation plan: architecture review, deployment, data migration where needed, and hands-on training for your team. Documentation is part of the deliverable, not an afterthought — the goal is that your engineers can operate the system without us (see exit & portability).
A public status page is planned and will be linked here and on the Trust Centre.