Support

Support that runs like a NOC.

Critical infrastructure runs 24/7; our support model does too. Direct lines to engineering, scoped SLAs by severity, evidence-grade trail — and a login-gated ticket portal coming next, backed by our internal Jira so engineering responds in the tool they already live in.

Ticket portal in active development — magic-link auth, domain-allowlist sign-up.

Email support Talk to engineering

Channels — today

Four ways to reach us. One source of truth for every exchange.

Pick the channel that fits the urgency. Email mirrors Slack mirrors phone — the trail is unified.

NOC line (24/7) — SEV1 only.

For production-down events affecting active operations. A human picks up; the on-call engineer is paged within five minutes.

24/7 coverage for SEV1 only
Direct human pickup — no IVR maze
On-call engineer paged within 5 minutes of call
[PLACEHOLDER: phone number] — shared at onboarding

Slack Connect — your direct channel.

Every customer gets a Slack Connect channel scoped to their operators. Engineering reads it. Your CSM lives in it.

One Slack Connect channel per customer tenant
Engineering + CSM + on-call all present
Asynchronous by default — typed in operator voice
Direct line to the team that ships the product

Email — the system of record.

Every Slack and phone exchange flows to email so audit and procurement teams can see the trail. Reply on either side.

support@observone.com — routes by customer + severity
Mirrored into your Slack Connect channel
Threaded responses · evidence-grade record
Auto-acknowledgement within 5 minutes of receipt

On-site (regulated incidents).

For SEV1 events affecting NFPA-1221, NEVI, FAA Part 107 or Uptime-Tier facilities, a solutions engineer can be on the bench at your NOC within the SLA window.

[PLACEHOLDER: on-site SLA window per region]
Pre-coordinated with your AHJ / regulator if relevant
Read-only at the operator console by default
Travel + accommodation under our P-card, billed transparently

Response by severity

The clock starts when you say it does.

You decide severity. We never downgrade — we ask clarifying questions if the call seems out of scope, but the operator on the bench owns the call.

Severity	What it means	Targets
SEV1	Production down · active operator impact	15 min response · 4 hr resolution-or-workaround target
SEV2	Production degraded · partial functionality	1 hour response · same-business-day target
SEV3	Functional issue · workaround available	Next business day response · 5 business-day target
SEV4	Question, feature request, doc clarification	Next business day response · best-effort resolution

Targets above are indicative defaults. Contract-specific SLAs in your master agreement take precedence where they differ. Methodology + measurement on request.

What's coming next

A ticket portal that opens the ticket where engineering already is.

Auth

Magic-link sign-in.

One-time link sent to your work email. No passwords to manage, no breach exposure on our side. Sessions are short-lived; refresh is automatic.

Sign-up

Domain-allowlist sign-up.

Only domains we have approved (paying customers and pre-arranged evaluators) can register. Maintained by our team, transparent to your security review.

Backend

Tickets land directly in our Jira.

Submitting from the portal opens a Jira issue server-side via the Jira REST API. Engineering responds in the tool they already live in; you see status, history and SLA timers in the portal.

Visibility

SLA timers, status, history.

Per-ticket SLA countdown, status transitions visible the moment they happen in Jira, and a full history of your account's exchanges — exportable for your records.

Until the portal lands

Slack Connect, email or the phone — all routed to engineering.

If you are an existing customer and haven't been onboarded to a Slack Connect channel, your CSM can set it up the same business day. If you are evaluating us, support@observone.com hits the same queue.