Client Support & Service Levels
Support availability and service-level commitments are defined in your signed engagement agreement. This page outlines our standard offerings and support process.
All core support channels operational
Last updated: Today at 2:15 PM UTC
Support tiers
Standard Support
Included with most engagements
- ✓ Email and Slack support channel
- ✓ Business hours response (5 days/week, 9am-6pm UTC)
- ✓ Access to Ironleaf engineer for architectural questions
- ✓ Quarterly platform reviews and optimization
- ✓ Documentation and runbook updates
Ideal for: Post-engagement operational support and strategic guidance
Premium Support
Available as add-on
- ✓ 24/7 on-call escalation line
- ✓ 1-hour response for critical incidents
- ✓ Dedicated Slack channel with senior engineer
- ✓ Monthly strategy sessions
- ✓ Priority incident investigation and RCA
Ideal for: Mission-critical platforms requiring rapid response
Incident severity levels
Severity 1 — Critical
Production infrastructure down or core platform unavailable to users
Standard Support
2-hour response
Best effort resolution
Premium Support
1-hour response
Dedicated senior engineer
Action
Escalation to senior leadership
Incident war room
Severity 2 — High
Service degradation or partial outage affecting some users
Standard Support
4-hour response
Troubleshooting and guidance
Premium Support
2-hour response
Active investigation
Action
Prioritized investigation
Regular updates
Severity 3 — Medium
Minor issues, workarounds available, or non-critical functionality affected
Standard Support
8-hour response
Technical guidance
Premium Support
4-hour response
Investigation queued
Action
Backlog for investigation
Workaround if available
Severity 4 — Low
General questions, feature requests, or documentation clarification
Standard Support
24-hour response
Next business day
Premium Support
12-hour response
Priority backlog
Action
Answer via email or Slack
Documentation update
Incident reporting process
Report the incident
Use your dedicated Slack channel, email, or escalation line depending on severity and your support tier. Include as much context as possible: error messages, timeline, affected systems.
Initial response
An Ironleaf engineer acknowledges your incident within the target response time and begins investigation or coordination with your team.
Investigation & troubleshooting
We investigate logs, metrics, and your infrastructure. We provide guidance, run diagnostics, or take action based on your authorization and severity level.
Resolution & communication
We identify the root cause, implement a fix (if applicable), verify stability, and keep you updated throughout. For critical incidents, we schedule a post-mortem.
Root cause analysis
For critical and high-severity incidents, we conduct a blameless RCA and document lessons learned, preventive measures, and action items.
Planned maintenance
Maintenance window policy
- • Scheduling: Major platform maintenance is scheduled during mutually agreed windows. We provide 2+ weeks notice for non-emergency work.
- • Emergency updates: Security patches or critical fixes may require immediate deployment outside scheduled windows.
- • Communication: We notify you before, during, and after maintenance. Status updates are provided every 30 minutes for extended windows.
- • Rollback plan: Every change includes a rollback procedure in case of unexpected issues.
Get support
Standard & Premium Support
If you have an active engagement agreement, reach out directly to your assigned engineer via Slack or email. Your support contact information was included in your engagement agreement.
For general inquiries about support services:
support@ironleafplatformworks.comNew support inquiries
If you need support and don't yet have an engagement agreement, use the form below or contact us directly.
Request SupportContact details
Email: support@ironleafplatformworks.com
Phone: +1 570 990 3709
Address:
TULIP HOUSE Amory Towers
205 Marsh Wall, Canary Wharf
LONDON - E14 9TW
United Kingdom (GB)