T TICNES AI

Support

System Support

Production monitoring 24/7  ·  Response target under 30 minutes for blocking incidents

1. What we support

Support covers every platform published under ticnes.ai, plus client deployments covered by a support agreement. That means availability of the service, correctness of the data it returns, access and account problems, and questions about how a feature is meant to behave.

Support does not cover faults in a client’s own network, browser extensions that interfere with the page, or changes to a third-party service we consume — although we will tell you when that is what you are seeing.

2. Channels

  • Email — dr.jorgeclemente@proton.me. The default route for all enquiries and the only route that guarantees a tracked response.
  • Contact page — ticnes.ai/contact/, for routing an enquiry to the right discipline.
  • Client channels — where an engagement has a dedicated support channel or alerting integration, use it; those incidents are triaged ahead of general email.

3. Response targets

Priority 1

Service down or data at risk

Under 30 minutes, around the clock. Contained first, then fixed, then explained.

Priority 2

Major function unavailable

Under 4 business hours. A workaround is offered while the fix is developed.

Priority 3

Degraded or incorrect behaviour

One business day, with a fix scheduled into the next release.

Priority 4

Questions and requests

One business day. Feature requests are logged and reviewed on a monthly cycle.

4. What to include in a report

A good report gets a faster fix. Please include:

  • the platform and page where the problem occurred, with the URL;
  • the time it happened, including your timezone;
  • what you expected to happen and what happened instead;
  • the account or deployment identifier, if the problem is specific to you;
  • the browser and device, and a screenshot where the problem is visual.

Never send passwords, full card numbers or private keys by email. If we need a credential to investigate, we will ask for it through a channel that has been agreed in advance.

5. Escalation

If a Priority 1 incident has not been acknowledged inside the target window, reply to your existing thread with ESCALATE in the subject line. That routes the message to the engineering lead on duty rather than the general mailbox.

6. Security reports

Vulnerability reports follow a separate route. Please read section 6 of the Security Whitepaper before testing anything.