Support Channels

This page lists all supported ways for clients to contact Bedrock Information Systems for support, service requests, incidents, and general account assistance. Replace any placeholder addresses or phone numbers below with your official contact information.

Overview

We provide multiple channels to match different urgency levels and use-cases: a web portal for tracked tickets, email for non-urgent requests, phone for urgent issues, and dedicated escalation for critical incidents.

Ways to Reach Us

• Portal / Ticketing System

  • Preferred for most requests. Use the client portal to create and track tickets, attach logs, and view status updates.
  • Example: https://support.example.com (replace with your portal URL)

• Email

  • For non-urgent requests and correspondence.
  • Example: support@bedrockis.example (replace with official address)

• Phone (Business Hours)

  • For time-sensitive or high-impact issues during business hours.
  • Example: +1-800-000-0000 (replace with official phone)

• Emergency / On-call (After-hours)

  • For critical production incidents impacting many users or causing data loss/major outage. Use only for P1-level incidents per SLA.
  • Example: on-call escalation via portal or dedicated on-call number/email (replace with your on-call process)

• Chat / Messaging (Optional)

  • If your engagement includes dedicated chat (e.g., Microsoft Teams or Slack), follow the customer onboarding instructions for channel access.

• Scheduled Calls

  • For periodic check-ins, reviews, or onboarding sessions. Book via your account manager or portal.

Service Types

• Incident — Unplanned interruption or degradation of service. Use immediate channels for high-severity incidents.
• Service Request — Requests for new capabilities, access changes, or scheduled maintenance.
• Account & Billing — Contact your account manager or billing@example.com for invoices and pricing questions.

SLA & Response Targets (Example)

These are typical targets. Update them to match your contract (SLA) with the client.

• P1 (Critical) — Full production outage or data loss: initial response within 30 minutes; 24/7 remediation effort until resolved.
• P2 (High) — Significant impact, partial outage: initial response within 2 hours (business hours); high-priority handling.
• P3 (Medium) — Functional but degraded: initial response within 1 business day.
• P4 (Low) — General questions, feature requests: initial response within 2 business days.

What to Include in a Ticket

Good tickets speed resolution. Please include:

• Environment (production/staging/dev) and tenant identifier
• Steps to reproduce or a concise problem statement
• Expected vs actual results
• Relevant timestamps, logs, screenshots, or error messages
• Impacted users or business processes
• Contact details and preferred contact window

Escalation Guidance

1. Portal ticket → support queue (standard handling)
2. If unresolved within SLA targets, request escalation to the on-call engineer or escalation manager
3. For unresolved critical incidents, follow the Incident Response procedure and include senior engineering and account management

Note: Maintain an up-to-date escalation matrix in the customer onboarding docs; include names, roles, and phone numbers as applicable.

Hours of Operation

• Standard business hours: Monday–Friday, 09:00–17:00 local time (replace with your hours)
• On-call coverage: 24/7 for P1-critical incidents (if provided by contract)

Privacy and Authorization

• For security, verify the requestor’s identity and authorization before discussing or acting on account-sensitive details. Use the account verification steps defined in the onboarding guide.

Additional Resources

• Knowledge base & KB articles: /kb
• Onboarding & runbooks: /docs/onboarding
• SLA and support policy (link to contract or policy document)

If you’d like, I can: add this page to site navigation as a direct link in the header, include a contact card component with real contact details, or wire up a small contact form that submits directly to your ticketing system.