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Support policy of fortrabbit

last reviewed on June 1st, 2018

Support scope

  • Answering general questions about the platform
  • Providing pointers to documentation
  • Troubleshooting access
  • Helping with deployment
  • Guiding DNS setup
  • Assisting with configuration
  • Helping with installing software
  • Identifying application problems
  • Providing workarounds or resolutions for known problems
  • Answering general how-to questions and best practices
  • Replying to billing related questions
  • Recommending site architecture

Not covered with support

  • Rewriting client application code
  • Debugging client applications
  • Setting up local development
  • Tuning performance
  • Modifying or patching software on behalf of clients
  • General coding questions
  • Training in Git

Support channel

Technical support is available through the web based client support system which can be found on all fortrabbit web properties.

Support hours

Support inquiries may be submitted at any time.

Response time

Every support request will be answered. The main support time frame is bound to our general office hours, Berlin. Monday — Friday, 09:00 — 17:00, excluding public holidays.

Monitoring

The fortrabbit platform is monitored 24/7 by comprehensive automated systems. On-call schedules and escalation policies for technical support are in place.

Incident handling

We will respond swiftly to diagnose and correct platform incidents. In the event of a bigger issue, a notice will be posted on the status site at status.fortrabbit.com.