Support / For existing clients
A clear route when the platform needs attention.
Stratafound support is available to existing clients with an agreed support arrangement. Availability, covered services and escalation contacts are confirmed in each client’s engagement schedule.
Standard support is Monday to Friday, 09:00–17:30 UK time, excluding UK public holidays.
Set the right level of urgency.
Targets below are initial acknowledgement objectives during standard support hours for clients with support coverage. They are not a guarantee of resolution time. Out-of-hours arrangements apply only where explicitly agreed.
| Severity | Use when | Initial response target |
|---|---|---|
| Sev 1 — Critical | Production service unavailable or a critical security event with immediate material impact; no workable mitigation. | Within 1 business hour |
| Sev 2 — High | Major service degradation or an essential workflow blocked, with limited workaround. | Within 4 business hours |
| Sev 3 — Normal | Non-critical fault or issue affecting a subset of users; a reasonable workaround exists. | Within 1 business day |
| Sev 4 — Low | How-to question, minor defect or improvement request with no immediate operational impact. | Within 2 business days |
If a Sev 1 event is covered by your agreement, use the named escalation route in your client schedule as well as this request form.
A useful report shortens the first loop.
Include the affected service and environment, the time the issue began, what changed shortly beforehand and the user or business impact. Add relevant error text, trace identifiers and steps to reproduce where safe.
Do not paste passwords, private keys, payment data or unnecessary personal information into a request. If credentials may have been exposed, say so and use the escalation route agreed with your team.
Raise a request.
Use this form for a non-emergency client support request. For covered critical incidents, follow your named escalation route too.
Keep the report focused on impact, evidence and what has already been tried.
Not an existing support client?
For new project conversations, partnerships or general enquiries, use the contact page.
Make a general enquiry