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🤝 Working with ITRS Product Support

At ITRS, our goal is simple: keep your monitoring stable, performant, and your business-critical systems running smoothly.

Here’s what you can expect when working with us - who can access support, what we cover, and how we collaborate with you.

👥 Who Can Access ITRS Support? Copied

Support is available to all clients with an active maintenance or subscription agreement.

To ensure security and compliance:

Once registered, users can:

🔐 Any internal restrictions around downloads or deployments remain the responsibility of the client organisation.

🚀 What Level of Support Can You Expect? Copied

ITRS operates a structured Level 1 → Level 2 technical support model.

🥇 Level 1 Support Copied

Your first point of contact:

🥈 Level 2 Support Copied

Escalated cases are handled by experienced product specialists with deeper technical expertise.

As investigations progress, tickets may move between engineers to ensure the right skill set is applied at the right time.

Our approach is collaborative, transparent, and focused on resolution.

🧠 What Does ITRS Support Cover? Copied

We support all queries relating directly to ITRS products and services, including:

✔ Installation guidance ✔ Assistance setting up new monitoring ✔ Advice on configuration changes ✔ Performance tuning and best practice ✔ Enhancement requests ✔ Investigation of suspected defects ✔ Documentation clarification and improvement suggestions

We expect users to have a working level of technical knowledge of:

This helps us work efficiently together and accelerate resolution.

🚫 What Falls Outside Our Scope? Copied

To keep our service focused and effective, certain areas fall outside standard support scope:

❌ Troubleshooting non-ITRS software (operating systems, third-party tools, custom scripts) ❌ Hardware support ❌ Third-party components (we will typically refer you to the relevant vendor) ❌ Large-scale reconfiguration or greenfield deployments (normally handled by Professional Services) ❌ Custom client-written code or scripts ❌ Scripts provided under the ITRS MIT license ❌ Product usage outside documented standards

While many of our engineers have broad technical expertise (sysadmins, DBAs, market data specialists, dashboard experts), our primary responsibility is supporting ITRS products.

That said, where appropriate and capacity allows, we may offer guidance on a best endeavours basis to help you progress, particularly where an issue interacts with ITRS software. Any such assistance is advisory and remains outside the formal scope of product support.

🔄 How Tickets Progress Copied

Once raised, your ticket enters a structured workflow:

  1. 🎫 Case created
  2. 💬 Ongoing discussion and investigation
  3. 🛠 Resolution or conversion to a development change request

🤝 Working with ITRS Product Support

⏳ Automatic Closure Policy Copied

If we request information and receive no response for two weeks, the ticket will automatically close after reminder notifications.

Duplicate tickets may be cancelled to maintain clarity and efficiency.

⚖ How We Classify Severity Copied

Cases are prioritised based on business impact, using the following model:

Severity Definition / Conditions
🔴 Severity 1 - Severely Impacted - A key PRODUCTION component is down or repeatedly failing - Organisation-wide or multi-team impact - No workaround available - A dedicated technical contact must be available throughout the incident
🟠 Severity 2 - Limited Capabilities - Production system disrupted but partially operational - Degraded or unstable component - Workaround available
🟡 Severity 3 - Minor Issue - Limited to a single component or user - Monitoring capability largely unaffected - Includes UAT/DEV issues - Workaround available
🔵 Severity 4 - General Enquiry - Clarification requests - “How-to” guidance - Documentation questions - Product information queries - Feature Requests

Our engineers may adjust severity based on the information provided. If you believe the severity should change, simply provide business justification and we’ll reassess.

🧩 Change Requests & Enhancements Copied

For enhancement requests:

These updates generate informational tickets that close automatically.

For confirmed bugs:

🆕 Onboarding New Clients Copied

When a new client is activated:

This ensures a seamless transition into supported status.

💬 How We Work With You Copied

We aim to be flexible and practical in our collaboration:

✔ Ticket-based investigations ✔ Guided troubleshooting ✔ Remote screen-sharing sessions (when appropriate) ✔ Clear written communication and structured updates

For complex or urgent issues, remote sessions may be scheduled at the discretion of our technical team.

📚 Self-Service Resources Copied

In addition to direct support, clients have access to:

We encourage customers to make full use of these resources to accelerate troubleshooting and learning.

📊 We Act on Your Feedback Copied

After ticket closure, you’ll receive a short feedback survey.

We genuinely use this input to improve our service. Past improvements driven by customer feedback include:

Your feedback directly shapes our service evolution.

🎯 Our Commitment Copied

We are committed to:

ITRS Support exists to protect your operational resilience — and we take that responsibility seriously.

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