Hours
Standard support: Monday to Friday, 9:00 to 18:00, and Saturday 9:00 to 13:00 (Pacific Time). Critical incidents: 24 hours a day, every day of the year.
How to open a ticket
Email info@defynia.us, call +1 626 517 9035, or use the WhatsApp channel published on this site. Critical incidents should be reported by telephone so they are triaged immediately.
Severity and response targets
- P1 - Critical. Complete outage, active security incident or ransomware; business is stopped. First response: 30 minutes, 24/7.
- P2 - High. Severely degraded service or a critical function unavailable, with no workaround. First response: 2 business hours.
- P3 - Medium. Partial impact with a viable workaround. First response: 8 business hours.
- P4 - Low. Question, change request or scheduled task. First response: 2 business days.
"First response" means a qualified engineer has taken the case and contacted you, not that the incident is resolved. Resolution time depends on the cause and, where a manufacturer or carrier is involved, on their own escalation times.
Escalation
Every managed services customer receives a named escalation contact at contract signature. If a P1 has no response within the target, escalate to that contact.
What is included
- Diagnosis and resolution of incidents on the platforms under our management.
- Coordination with the manufacturer and use of our partner support channels on your behalf.
- Proactive monitoring and alerting, where contracted.
What is not included
- Equipment or software outside the contracted scope.
- Damage caused by changes made by third parties without our knowledge.
- Force majeure, carrier outages, or manufacturer cloud service outages, beyond our coordination and follow-up.
Scheduled maintenance
Planned maintenance is agreed in advance and performed in a window defined with you. It does not count as unavailability.