Support starts with clear responsibility
This page describes the general process. Availability, response targets, and ownership boundaries are defined in each project agreement.
updated: 13.07.2026
new requests
How work starts
We first record the task, system, constraints, decision owners, and expected outcome.
- request through the protected form, email, or Telegram
- short review of context and required access
- recommended format: audit, project, or ongoing support
priorities
How incidents are classified
Priority follows impact on users, data, security, and core operations.
- P0: critical surface unavailable or data-loss risk
- P1: major degradation without a safe workaround
- P2/P3: limited defect, consultation, or planned improvement
operating scope
What support can include
The exact scope depends on the system and agreed service level.
- monitoring, alerts, and root-cause analysis
- backups, updates, and vulnerability management
- change planning, documentation, and context transfer
Need to stabilize a live system?
Describe the impact, when it started, and what changed beforehand.
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