Client Support
We're here to help. Here's what to expect from Aperture Orbit Systems support.
Support Coverage & SLAs
Coverage Hours
Business hours (9 AM – 6 PM ET, Monday through Friday) for standard support. Extended hours available for active engagements.
Critical Issues
Production outages and security issues during active engagements receive 2-hour initial response, 24/7 availability.
Standard Issues
Non-urgent questions and clarifications: 24-hour response during business hours, typically resolved within 3-5 business days.
Channel
Email, Slack, or scheduled video call. During active engagements, you have a dedicated Slack channel with our team.
How Support Works
Triage Process
Submit Request
Fill out support form or send to support@apertureorbit.com. Include as much detail as possible.
Initial Triage
We assess severity and scope. Critical issues get escalated immediately.
Diagnosis & Resolution
We work toward root cause and solution, keeping you updated throughout.
Follow-Up
After resolution, we document what we learned and any preventative steps.
Severity Levels
Critical
Production outage or security issue. 2-hour response, 24/7 support.
High
Significant feature degradation or data issue. 4-hour response.
Medium
Minor issue or question. 24-hour response during business hours.
Low
General inquiry or documentation request. 3-5 business day response.
Submit a Support Request
Other Ways to Reach Us
Phone
Address
The Stone Barn North Wootton SHERBORNE - DT9 5JW Vereinigtes Königreich (GB)
💡 Pro tip: During active engagements, you'll have direct access to your engagement team through Slack. Use that channel for real-time discussion and quick questions.