A defined path from question to incident.
Support coverage and named contacts are recorded in each institution contract; production incidents follow monitored escalation and evidence-preservation procedures.
Channels and scope
Authorized institution contacts use the contracted support channel for access, configuration, data, integration, and incident requests. End-user academic decisions remain with the institution.
Severity
Critical means broad production unavailability, confirmed tenant leakage, or unrecoverable data risk. High means major functionality is unavailable without a safe workaround. Standard covers bounded defects, questions, and requests.
Security reports
Do not place credentials or sensitive student records in a support message. Suspected security incidents receive restricted handling, preservation, containment, and notification assessment.
Contract controls
Coverage hours, response targets, escalation contacts, maintenance windows, exclusions, and service credits are binding only when stated in the signed order and SLA.