Support & follow-up
Existing engagements follow their agreed contact and escalation arrangements. New project enquiries start with the online form.
Monday–Friday, 09:00–18:00, Washington, D.C., U.S. Eastern Time (EST/EDT).
Hours follow Washington, D.C. local time: EST (UTC−5) in standard time and EDT (UTC−4) during daylight saving time. Your written support agreement defines any different coverage and response targets.
Outside this window, you can submit a ticket at any time and receive an automatic acknowledgement. Our team reviews requests during a subsequent support window. The acknowledgement confirms registration; it does not confirm an engineer has started work or promise a resolution time.
Submit a support ticketUse the contact and escalation channel in your proposal, handover or support agreement. For general follow-up, include the project or enquiry reference, a short description, business impact, when the issue started and your time zone.
The public form is not a monitored emergency or 24/7 incident channel. For an urgent issue, use your agreed escalation route and your organisation’s incident process.
Send a non-urgent follow-upShare the environment, the result you need and the preferred timing. For a meeting, include two or three suitable time windows and your time zone. A form receipt does not confirm an appointment or create a support entitlement.
Request a discussionQuestions about the approved delivery or handover.
The project scope identifies the follow-up included and the relevant contact.
Planned maintenance or selected health checks after handover.
The supported assets, activities, schedule, reporting and fees are agreed in writing.
Remote issue investigation for listed systems.
The agreement defines coverage, business-impact severity, reporting, first-response targets and escalation.
First response is the initial acknowledgement and triage; resolution depends on the issue and any third-party dependency. No fixed response time, guaranteed resolution or out-of-hours coverage is implied without an agreed support arrangement.