Customer Care
For urgent incidents, production issues, or SLA-related topics. A real engineer is on the other end — round the clock for paying customers.
What we cover
What Customer Care actually handles.
Incidents & outages
Production-down events, security incidents, data exfiltration in progress. Pager-style escalation, post-incident review included.
Bugs & regressions
Functional defects in scope of the contract — triaged, reproduced, fixed and retested. Backlog visibility for your team.
Change requests
Small changes that fit inside the retainer envelope. Larger work is scoped separately — we'll always say which it is.
Security & audits
Procurement questionnaires, NIS2 / DORA / ISO evidence requests, security disclosures, customer audits.
Patching & upgrades
Dependency updates, CVE patches, infrastructure upgrades. Tested in staging, rolled to production with a clear window.
Monthly KPI review
Uptime, response times, ticket volume, cost trends. Not a vanity dashboard — a working document for the next sprint.
Intake
Open a Customer Care request.
Provide enough detail so we can act without a back-and-forth. For Critical incidents, also call the number above.
Customer Care Request
Account ID helps us look up your contract SLA. If you don't have it handy, leave it blank — we'll match by email.
FAQ
Customer Care — quick answers.
What's the difference between Customer Care and the Contact form?
Customer Care is for existing customers under an SLA. Sales, partnerships and general inquiries go through the Contact form. If you write to the wrong channel, we'll route the message internally — no ticket gets lost.
Do you support 24/7 for all customers?
24/7 on-call is part of the Run & Defend retainer. Other contracts cover business hours with on-call upgrades during contracted windows (peak season, releases, audits). Your contract spells out the exact coverage.
What about an incident at 3 a.m. on a Sunday?
If you have 24/7 coverage, call the number. The on-call engineer is paged within minutes. If you don't, drop a Critical ticket — we'll triage in the morning, but the call gives us a fighting chance to act sooner.
Where will my support data live?
EEA-only. Tickets, attachments, post-incident notes — all on infrastructure inside the European Economic Area. Email correspondence on EU mail providers. We never use US-hosted ticketing or chat for client material.
Can you sign extended NDAs for incident details?
Yes. Post-incident reviews are confidential by default; standard NDA terms apply. Extended NDAs (for regulated sectors, M&A timing, etc.) are signed on request.
How do I escalate?
Reply to the ticket with "escalation requested" — it pages the engagement lead within the hour during business hours. Outside business hours, call +48 797 446 800.
Not yet a customer?
Customer Care is for existing engagements. For sales, partnerships or a first conversation — use the contact form.
Contact us