This page summarises Bright Path Consulting's standard support policy as it applies to the Acme Co maintenance engagement.
All support requests are acknowledged within 4 business hours during standard operating hours (Monday to Friday, 9am - 5pm). Requests submitted outside these hours are queued and acknowledged at the start of the next business day.
Unresolved requests are escalated to a senior engineer after 2 business days. Critical issues affecting production systems may be escalated immediately at the client's request.
A summary of all support activity is included in the monthly maintenance report, alongside any recommendations arising from recurring issues.