Raising a request
Send support requests to info@kyconnects.com, or through the channel agreed in your engagement documentation. Requests raised through an individual engineer directly are not tracked and may be missed, so please use the agreed channel even when you know who is likely to pick it up.
A request that can be acted on immediately usually contains four things: what you expected, what happened instead, when it started, and who is affected. Where a system is involved, the exact error text is worth more than a description of it.
Priority
Priority is assigned from business impact rather than from how the request is worded. We will tell you the priority we have assigned, and we will change it if you explain why the impact is greater than we understood.
| Priority | Meaning | Typical example |
|---|---|---|
| P1 — Critical | A production system is unavailable or unusable, with no workaround, and the business is materially affected | A platform is down; a calling system cannot take or place calls |
| P2 — High | A significant function is impaired, or a workaround exists but is costly to sustain | A core feature fails for a group of users; performance is degraded enough to obstruct work |
| P3 — Normal | A defect or limitation that affects work without preventing it | An intermittent error with a simple workaround; a report producing an incorrect figure |
| P4 — Low | A minor issue, a question, or a request for information | A cosmetic defect; a how-to question; a documentation request |
Hours and escalation
Standard support is provided during business hours. Extended or out-of-hours cover, including any arrangement for P1 issues outside business hours, is set out in the engagement documentation where it has been agreed. We deliver internationally and will agree a working-hours definition that reflects your operating timezone rather than assuming ours.
If a request is not progressing as you expect, say so on the existing thread rather than opening a second one. Duplicate requests slow resolution because effort is split across them.
What support includes
- Diagnosing and resolving faults in what we delivered or what we are contracted to operate.
- Restoring service after an incident, and explaining what happened.
- Applying security and maintenance updates within the scope agreed.
- Answering questions about how something we delivered is intended to work.
- Configuration changes within the scope of the existing system.
What is treated as new work
The following are quoted rather than absorbed into support. We will say clearly when we believe a request falls here, and why, before doing the work.
- New features, new integrations, or changes that alter agreed behaviour.
- Work on systems outside the agreed scope, including systems introduced after the engagement was agreed.
- Recovery from changes made by you or a third party without our involvement.
- Data recovery where the loss originates outside what we contracted to protect.
- Migration to a new platform, provider or version where that migration was not part of the scope.
- Training beyond the handover included in the original delivery.
Your part in it
Resolution time depends heavily on access and information. Requests stall most often because a system cannot be reached, a decision is outstanding, or the person who can reproduce the issue is unavailable. Where we are waiting on you, we will say so explicitly rather than leaving the request open silently.
End of support
Support for an engagement ends when the engagement ends. Where a product or a version we supply reaches end of support, we will give reasonable notice and set out the options. We will not withdraw support for something you depend on without telling you first.
Contact
Questions about this document can be sent to info@kyconnects.com. We aim to respond to enquiries within 4–8 business hours.
Related documents
- Service Level Agreement— the committed targets
- Terms & Conditions
- Security Policy and Responsible Disclosure