Support and Escalation

This page explains how clients should raise support issues and what information helps CFTS respond efficiently.

Support scope, response targets, and availability depend on the service agreement, managed service scope, and applicable SLA.

Primary Support Channel

For support requests, contact:

support@cfts.co

Clients should use the agreed service contact or account contact where one has been provided.

What To Include

Support requests should include:

client name or account name
affected service, hostname, IP address, domain, or system name
clear description of the issue
when the issue started
business impact
error messages or screenshots where useful
recent changes made by the client or third parties
whether the issue affects all users or only some users
any urgent deadlines or operational constraints

For security concerns, include only necessary details. Do not send passwords, private keys, or full credential sets by e-mail.

Severity Guide

Severity	Example	Typical Handling
Critical	Complete infrastructure outage affecting a covered service	Prioritised investigation and engagement
Major	Significant degradation, partial outage, or serious service impairment	Prompt triage and coordinated response
Standard	Non-critical issue, request, configuration question, or planned change	Handled in normal support flow
Advisory	Guidance, review, or low-urgency planning request	Scheduled as capacity allows

The Infrastructure SLA defines response targets for covered infrastructure incidents. Response targets refer to acknowledgement and engagement, not guaranteed resolution time.

Infrastructure Incidents

Infrastructure incidents may include:

virtualisation platform failure
internal storage platform failure
internal network issue inside the CFTS-controlled environment
power or environmental issue affecting hosted infrastructure
availability issue within the covered CFTS operational boundary

The SLA excludes public internet instability, upstream provider failures, client application issues, customer misconfiguration, third-party platform outages, and events outside CFTS operational control.

Client-Side or Application Issues

Issues may fall outside standard infrastructure support where they involve:

client application code
website content
third-party plugins or themes
operating system configuration under unmanaged service
DNS hosted by a third party
client ISP connectivity
end-user device issues
software licensing or vendor behaviour outside the contracted scope

CFTS may still assist where possible, but such work may require managed service coverage, separate agreement, or billable effort.

Escalation

Clients should escalate when:

a service appears unavailable and business impact is material
a security incident is suspected
a support request has become time-sensitive
a planned change requires coordination
the current impact is greater than originally reported

When escalating, reply to the existing support thread where possible and clearly state the current impact.

Security Incidents

Clients should notify CFTS promptly if they suspect:

unauthorised access
compromised credentials
malware
exposed administrative services
unusual outbound traffic
data loss or unauthorised disclosure

CFTS may take protective action where reasonably necessary to preserve infrastructure stability, security, or legal compliance.