Workspace support
For access, workflow and usage questions, use the support route provided to your account during onboarding. Include your workspace, site, affected workflow and the time the issue began.
Support / Practical help for working teams
When the operation needs an answer.
Find the right route for a question, an implementation task or a production issue. Clear context helps us respond with a useful next step.
Weekday business support
Critical incident route
Guidance for every stage
Critical incident route
Guidance for every stage
01 / Support channels
Start with the channel that fits the work.
Support is available on weekdays during business hours in Central European time, excluding public holidays. Your onboarding materials identify the working contacts and any account-specific support arrangements.
Delivery guidance
For data mapping, pilot readiness or adding a site, contact your implementation lead through the route agreed for your project.
Contact the team
For enquiries not tied to an active customer workspace, use the business contact route. Relevant business enquiries receive a considered response.
Go to contact02 / Response targets
Severity is about operational impact.
Targets below are initial acknowledgement aims during the stated weekday support window. They are not a guarantee of resolution time; response may depend on access, source-system behaviour and third-party availability.
| Severity | Definition | Initial response aim | Route |
|---|---|---|---|
| Critical / P1 | Production service unavailable or a critical operational workflow is broadly blocked with no reasonable workaround. | Within 1 business hour when raised through the critical incident route. | Use the emergency contact route documented in onboarding. If unavailable, call +16674043761 and state “critical production incident.” |
| High / P2 | Material impact to a site or time-sensitive workflow; a limited workaround exists. | Within 4 business hours. | Use the account support route and mark the issue high priority. |
| Standard / P3 | Non-urgent question, access request, reporting issue or planned configuration change. | Within 2 business days. | Use the workspace support route or contact the account lead. |
The critical route is intended only for active production incidents. It is not a general out-of-hours helpdesk. Coverage and escalation details are confirmed with each customer during onboarding.
03 / Onboarding help
Support begins before the first live shift.
Implementation support covers user orientation, workflow walkthroughs, role and access checks, data freshness review and a named escalation path. We plan for a small first cohort, collect feedback from real users and expand when agreed readiness checks are met.
Review implementation phases04 / Raising an incident
Include enough detail to begin diagnosis.
When contacting support, share the affected site and workflow, approximate start time and time zone, the operational impact, a relevant record reference, recent changes and any safe workaround already attempted. Do not include passwords or unnecessary personal data in a message.
05 / Release updates
Change notes without the noise.
Customer-facing updates summarize notable workflow changes, reliability improvements and any action required. Planned maintenance or material release information is shared through the customer workspace or the account communication channel when it applies. There is no public third-party status widget on this site.
06 / Self-service resources
Browse guidance by the task at hand.
These resource categories describe the materials available through customer onboarding and the workspace.
Access & account administration
Guidance on user roles, site access, password support and keeping account ownership current.
Connections & data quality
Source field mappings, event freshness, file delivery checks and common integration diagnostics.
Operational workflows
Reference material for exception queues, network views, alert ownership and shift handover routines.
Implementation & adoption
Pilot readiness, user onboarding, site expansion planning and operational review templates.
Release notes
A concise record of shipped changes, affected workflows and any action customers need to take.
Need to speak with someone?
Share the operational context. We will help route it.
For business enquiries, use the contact page. Existing customers should use the route provided for their account.