Support When You Need It
Adactus provides a full suite of on-going support service for its customers. From day to day queries and fault investigations, through to extended hours application support and 24x7 hosting support for the business critical eCommerce systems.
The speed at which important incidents can be solved is critical for customer-facing web applications and Adactus is able to draw upon a diverse range of specialist skills at short notice to focus on your issues.
Adactus staff are passionate about supporting our customers.
In Office Hours Support
During office hours, your technical account manager is available to work with you to resolve any support issues. They will work directly with our internal development teams to resolve any issues that arise - these will often be the developers involved in the original development.
Out of Hours Support
For customers who require support out of business hours, we provide a telephone based service with access directly to an on-call engineer. Working in conjunction with our hosting partners, we can offer a full fault finding and fault resolution service.
All your support requests will be logged in Jira, our web-based incident management system, and this will be available to you online to track the resolution of your request.
Our process delivers complete transparency across all parties involved and provides information on the latest status of the incident, the name of engineer it is assigned to, time tracking against SLAs, as well as providing a repository for supporting documentation to help everyone locate the root cause.