Trust centre / support
Let your team know
what happens when support is needed.
Support is defined in an approved SLA. Response times, coverage, and uptime guarantees are not attached, so no default figures are published here.
01 / Accessing support
Channels and hours of operation.
Define the approved ticket channel, timezone, coverage days and hours, and escalation contacts.
02 / Handling a ticket
Priority and response.
Agree on severity definitions, initial response time, update frequency, and the difference between response and resolution.
03 / Operational continuity
Recovery and maintenance.
Review maintenance windows, each party’s responsibilities, recovery objectives, and what falls outside service scope.
This page must be linked to the company-issued SLA before it is treated as a service commitment.