The applicable proposal or support plan defines included users, systems, hours, channels, response targets, and exclusions. This page provides the general operating policy.
Support channels
Support may be requested through the email, phone, WhatsApp, customer system, or other channel stated in the applicable agreement. Security incidents should be clearly identified and should not include passwords in ordinary messages.
Working hours
Support is provided during the working hours stated in the applicable proposal or support plan. Where no universal support window is published, assistance is scheduled by appointment and subject to team availability. Public holidays and provider maintenance may affect availability.
Information needed
- Customer and contact name
- Affected user, service, device, domain, or account
- A clear description of the issue and business effect
- Relevant time, error message, screenshot, or recent change
- A safe method for any access that must be authorised
Priority assessment
Priority is based on business effect, number of affected users, security risk, service availability, and whether a reasonable workaround exists. A request may be reprioritised when new facts become available.
Response targets
A response target is the intended time to acknowledge or begin reviewing a complete request during the relevant support window. Targets apply only when stated in the purchased plan.
A response target is not a guaranteed repair, recovery, or resolution time. Resolution depends on diagnosis, customer access, parts, data, external providers, software vendors, and the nature of the issue.
Customer responsibilities
- Maintain authorised contacts and accurate service information
- Provide timely access, decisions, evidence, and a suitable contact for testing
- Maintain licences, warranties, backups, and provider accounts assigned to the customer
- Use supported software and reasonable security controls
- Tell 4ITX about material changes that may affect the service
Included and excluded work
Included support is limited to the systems, users, locations, hours, and tasks listed in the service plan. Projects, upgrades, migrations, new integrations, onsite visits, training, recovery, unsupported products, and external fees may require separate approval.
Backups and recovery
Backup and recovery are available only where specifically included and configured. Backup existence does not guarantee that every file, version, or external service can be recovered. Customers should keep any customer controlled copies required by their own continuity plan.
External provider incidents
4ITX may coordinate with a provider where included, but cannot guarantee the provider response, restoration time, data availability, or policy decision.
Escalation and closure
If a request remains materially unresolved, the customer may ask for escalation and provide the ticket history and business effect. A request may be closed after resolution, an accepted workaround, repeated inability to obtain required information, or confirmation that the work is outside scope.