This Support Policy explains how support works for managed service clients, including support hours, request channels, ticket prioritisation, and responsibilities. Specific coverage may vary by plan and your signed agreement.

Contents

1. Support hours
2. Support channels
3. What to include in a support request
4. Tickets, updates, and communications
5. Severity levels (how we prioritise)
6. Response and resolution targets
7. Escalation process
8. Remote access and onsite visits
9. Change requests and approvals
10. Client responsibilities
11. Out-of-scope requests
12. Third-party providers
13. Security incidents
14. Planned maintenance
15. Changes to this policy
16. Contact

1) Support hours

Standard support hours: Monday to Friday, 08:30-17:30 (Ireland time), excluding Irish public holidays.

Out-of-hours support

Out-of-hours support is provided only if included in your service plan or agreed in writing. Where out-of-hours is included, it typically applies to Severity 1 (Critical) incidents only.

If you do not have out-of-hours coverage, tickets logged outside standard hours will be addressed on the next business day.

2) Support channels

Approved support channels are:

• Email: info@olinext.ie
• Optional (if you provide it): Support portal link
• Optional (if you provide it): Support phone number

To keep support secure and traceable, we may ask that requests come from authorised contacts (depending on your plan and the type of request).

3) What to include in a support request

Including good details helps us fix issues faster. Please include:

• Your name, company, and the best way to reach you
• Who is affected (one person, a team, or the whole business)
• What is not working (and any error messages)
• When it started (and whether anything changed recently)
• Device name (if known) and location (office/home/remote)
• Screenshots or short screen recordings if helpful
• Whether the issue is preventing work completely

4) Tickets, updates, and communications

We log support requests as tickets so they can be tracked, prioritised, and audited. We will provide updates at key stages:

• Acknowledgement / initial triage
• When we need more information or access
• When a workaround is available
• When the issue is resolved

For ongoing incidents, we aim to provide periodic updates appropriate to severity and complexity.

5) Severity levels (how we prioritise)

We prioritise based on business impact and urgency:

Severity 1 - Critical

• Widespread outage or major business disruption
• Security incident (e.g., suspected compromise, ransomware, active breach)
• Core services down (e.g., email for the whole company)

Severity 2 - High

• Significant impact to key users or systems
• No reasonable workaround
• Time-sensitive business impact

Severity 3 - Medium

• Limited impact or a workaround exists
• Non-urgent but needs fixing

Severity 4 - Low

• Minor issue, general request, advice, or "how do I..."
• Planned changes, routine tasks, onboarding/offboarding requests

We may adjust severity as new information becomes available (for example, if an issue becomes more widespread).

6) Response and resolution targets

The targets below are typical goals during standard support hours. Complex issues, third-party outages, and client-side delays can affect timelines. If you have a contracted SLA, that will take precedence.

7) Escalation process

If an issue is complex or time-critical, we escalate internally and may involve specialist resources or vendors. We will keep you informed and may request approvals for changes that carry risk or cost.

• Step 1: Triage and initial diagnosis
• Step 2: Escalate to senior engineer / specialist tooling
• Step 3: Vendor escalation (Microsoft/ISP/software provider) where needed
• Step 4: Post-incident review (for major incidents)

8) Remote access and onsite visits

Most issues are resolved remotely. If we need remote access, we use approved remote support tools and access is for support purposes only. Where onsite support is included or requested, it will be scheduled or quoted depending on your plan.

9) Change requests and approvals

Some requests involve changes (e.g., new user setup, security policy adjustments, firewall changes). We follow a simple approval approach:

• We confirm the request and expected impact
• We may ask for approval from an authorised contact
• We schedule the change (immediate for urgent issues; otherwise planned)
• We document what was changed

10) Client responsibilities

To keep support efficient and secure, clients agree to:

• Provide accurate information and timely responses to questions
• Maintain an up-to-date list of authorised contacts (where applicable)
• Notify us promptly of joiners/leavers and role changes
• Ensure users cooperate with troubleshooting steps
• Maintain licensing and vendor subscriptions where required
• Follow agreed security and approval processes

11) Out-of-scope requests

Some work may be outside the scope of your plan (for example, major projects, new deployments, large migrations, or extensive third-party vendor coordination). If a request is out of scope, we will:

• Explain why it is out of scope
• Provide an estimate or quote where possible
• Proceed only after you approve

12) Third-party providers

Some issues depend on third parties (ISPs, Microsoft, software vendors). We can assist with coordination, but resolution times may be affected by vendor response.

13) Security incidents

If you suspect a security incident, email info@olinext.ie with "SECURITY INCIDENT" in the subject. If your plan includes out-of-hours coverage, use your out-of-hours method for Severity 1 incidents.

Where appropriate, we will help you contain the issue, recover services, and document actions taken.

14) Planned maintenance

For planned maintenance that may affect service, we aim to provide reasonable notice and schedule work to minimise disruption.

15) Changes to this policy

We may update this Support Policy from time to time. The latest version will be published on this page.

16) Contact

Support email: info@olinext.ie

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