Support Policy

Standard support is offered during business hours on weekdays, excluding local public holidays applicable to the assigned team. Extended or 24×7 coverage is available only when contracted.

• Email / ticket. Preferred for tracking and continuity.
• Consultation Center, for new or commercial support conversations.
• Scheduled remote sessions, when diagnostics require shared screens.
• On-site, only when included in the active support package.

Primary mailbox: support@uptimesphere.com.

We acknowledge tickets and prioritise by severity. Response is acknowledgement and triage, not always an immediate permanent fix. Targets for contracted clients follow the SLA attached to their agreement.

1. Assigned engineer investigates and updates the requester.
2. If blocked, the issue escalates to a senior engineer or product owner.
3. Critical incidents engage continuous effort per severity rules until mitigated.

Planned maintenance that may affect availability is scheduled with prior notice where practical. Emergency changes may proceed with shorter notice when needed to protect security or stability.

Named contacts, after-hours paths, and dedicated response targets are enabled through support contracts. Contact sales or your account owner to extend coverage beyond the baseline described here.