At ITRS, our goal is simple: keep your monitoring stable, performant, and 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?

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

To ensure security and compliance:

• Requests must come from a registered corporate email address

• The email domain must match the one registered in your support agreement

Once registered, users can:

• Raise and track tickets

• Respond to support updates

• Access documentation and software downloads

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

🚀 What Level of Support Can You Expect?

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

🥇 Level 1 Support

Your first point of contact:

• Triage and issue validation

• Initial technical investigation

• Guidance and troubleshooting

• Resolution where possible

🥈 Level 2 Support

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

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

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

🧠 What Does ITRS Support Cover?

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:

• The operating systems hosting ITRS software

• The relevant ITRS product(s)

This helps us work efficiently together and accelerate resolution.

🚫 What Falls Outside Our Scope?

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

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

⏳ Automatic Closure Policy

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

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

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

For enhancement requests:

• Once logged and accepted, the support ticket is marked Solved

• The internal development request continues in our backlog

• You’ll receive update notifications when:

  • It enters development

  • It becomes available in a release

These updates generate informational tickets that close automatically.

For confirmed bugs:

• The original ticket remains open until resolution status is Fixed or Will Not Fix

🆕 Onboarding New Clients

When a new client is activated:

• Their organisation’s email domain is registered in our support systems

• Access is enabled for support services, training, documentation, and downloads

This ensures a seamless transition into supported status.

💬 How We Work With You

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

In addition to direct support, clients have access to:

• Software downloads

• Technical reference guides

• Release notes

• Compatibility matrices

• FAQ content

• Free online training materials

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

📊 We Act on Your Feedback

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:

• Launching and expanding our FAQ site

• Extending support hours in high-demand regions

• Introducing Gateway Diagnostics to accelerate issue detection

• Adding user-intent metrics to identify documentation gaps

Your feedback directly shapes our service evolution.

🎯 Our Commitment

We are committed to:

• Clear communication

• Fast engagement

• Practical solutions

• Continuous improvement

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