How to ask for help and what to expect

If you have one of our systems in production, these are the channels and the committed times by case severity.

Support is handled by people from the engineering team, not a first-line desk that escalates and disappears. Whoever answers you has access to the code.

For critical incidents on systems with a service agreement there is on-call outside business hours, every day of the year.

Support inbox with automatic acknowledgement and case number
Direct channel for clients with a service agreement
24/7 on-call for critical severity
Service status and scheduled maintenance notices
Written postmortem for every major incident
Monthly evolution hours included in managed support

Severity and response times

Severity	What it means	First response
Critical	The system is down or unusable in production	1 hour, 24/7
High	Main function degraded with no workable alternative	4 business hours
Medium	Secondary function affected or with a workaround	1 business day
Low	Question, improvement or usage doubt	2 business days

Need to report something now?

Write to support@adnsoftsas.com with the detail and the severity you estimate.

Email support