Support Policy

24/7 Urgent Support

You specify the preferred method of communication to use in the event of an emergency. Rest assured knowing that we will reach out within minutes to brief you on alerts or outages.

Day or night, you can call our urgent support line. You will be connected directly to an engineer or be prompted to leave a voicemail. If the latter, the message will immediately page our oncall team of senior engineers who will follow up according to your preference (phone call, chat, email).

Managed Support

Each client has a technical account manager and primary engineer for day to day contact. We offer multiple communication methods including Slack, HipChat, formal reporting, and regular meetings on security, ops issues, and project work. Our ticketing system shows you all active work and current status so that you’re never left in the dark.