Support
Hosting support with clear scopes, not vague promises
Telling an incident from a request, knowing what is covered and what is quoted separately, reading what was done after every intervention: that is how we approach support. Scopes and hours are written into the contract for each service.
Incidents and requests are not the same thing
Classifying a report correctly is the first step to handling it well: the two paths have different priorities and procedures, declared in the contract.
Incident
A service covered by the contract is down or degraded: unreachable site, undelivered mail, widespread errors. It is taken on with the priority set by the contract and worked until restored, with status updates.
- Site unreachable or showing widespread errors
- Mail failing to be delivered
- Expired certificate on a managed service
- Measurable performance degradation
Request
A change, a configuration or a question: a new mailbox, a DNS change, a clarification about a report. It is scheduled within the contract scope; anything beyond the scope is quoted beforehand, not billed afterwards.
- Creating or changing mailboxes and DNS records
- Activating a staging environment
- Questions about reports and documentation
- Agreed configuration changes
Scopes and hours: written in the contract
How we handle a support request
Opening and classification
The report reaches support@lubemy.com or the channels set out in the contract and is classified: incident or request, with the corresponding priority.
Intake
An engineer takes charge of the report and, when needed, asks for missing information: environment, when the problem occurs, what changed recently.
Technical escalation
If the first level is not enough, the report moves to whoever has specific expertise on the infrastructure or the application, without you having to start over.
Resolution and documentation
The intervention closes with a written note: what was done, by whom, with what outcome and whether any follow-up actions are recommended.
What we document on every intervention
- Who intervened and when
- What was done, on which environment
- The outcome and the checks performed
- Any recommended follow-up actions
- Whether the intervention was in scope or quoted separately
The operations log is part of the service: it is the basis of the reports and of the environment dossier delivered to you. A ticketing system in the client area will follow when online ordering opens.
Wondering which scope fits you?
Describe your environment and the kind of reports you generate today: we propose a proportionate support scope, without selling you hours you would not use.