Support
For organisations whose systems Opsenium operates under a managed service agreement. The specific targets for your system are in your service level policy; this page describes the standard model.
How to raise a case
In the system. Managed systems include a support desk in the administration area. Raising a case there records the area affected, the severity and the person raising it, and notifies Opsenium immediately. Where a help assistant is present, it can raise a case on your behalf with your consent.
By email. Write to support@opsenium.com from an address registered under your agreement. Include the system, what you were doing, what happened and, if possible, a screenshot.
Urgent faults. Use the urgent route in your service level policy. Mark email subjects with "URGENT" so they are triaged first.
Support hours: Monday to Friday, 09:00 to 17:30 UK time, excluding bank holidays. Extended or out-of-hours cover is available by agreement.
How cases are handled
| Case kind | What it means | How it is handled |
|---|---|---|
| Urgent fault | The system, or a part of it the business depends on, is unavailable or producing wrong results. | Worked immediately during support hours, with out-of-hours cover where the agreement includes it. A fix or workaround is deployed as soon as it is safe to do so. |
| Defect | Something does not behave as specified, but the business can continue with a workaround. | Acknowledged within one working day and scheduled into the next routine release. |
| Design change | The system behaves as specified, but the specification should change. | Assessed, estimated where needed, and prioritised with the client into the improvement backlog. |
| Feature request | A new capability the business would like. | Recorded in the backlog and discussed at the regular review. |
| Question | How something works, or whether something is possible. | Answered within one working day. Answers that recur are added to the system’s help content. |
Every case has a status from new to completed or declined, and the person who raised it is told when it changes. Closed cases are kept, so the history of a system is available to anyone supporting it later.
What else the managed service covers
- Monitoring, availability tests and alerts, watched by Opsenium rather than by the client.
- Scheduled maintenance: dependency updates, runtime upgrades, certificate renewals and platform changes.
- Backups on schedule, with restore drills recorded in the runbook.
- A routine release cadence for defects and small improvements.
- A periodic review of cost, performance and the improvement backlog.
- A written account after any significant incident.
Not yet a client?
If you are considering a managed service for an existing system, or a new system with support included, start a conversation.
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