Ironleaf Client Support
Our team is here to support your platform 24/7. Fast response times, clear escalation, and direct access to senior engineers for production issues.
Support Status
All core support channels operational
Last updated: 2026-09-24, 14:32 UTC
Support Tiers
Standard Support
Included with all engagements
- ✓ Email support during business hours
- ✓ Response within 4 business hours
- ✓ Priority incident response
- ✓ Access to knowledge base
- ✓ Monthly check-ins
Availability: Monday–Friday, 9 AM–6 PM UTC
24/7 Response
For production-critical systems
- ✓ 24/7 phone and email support
- ✓ Response within 1 hour (24/7)
- ✓ Dedicated incident commander
- ✓ Incident post-mortem reviews
- ✓ Quarterly architecture reviews
Availability: Always available
Fractional Leadership
For strategic guidance
- ✓ 8–40 hours per week of senior architect time
- ✓ Strategic roadmap and architecture
- ✓ Mentorship for internal platform team
- ✓ Design review and optimization
- ✓ Vendor and tool evaluation
Flexible engagement model
Support availability and service-level commitments depend on your signed client agreement. Contact us to discuss your specific needs.
Incident Severity Levels
Severity 1: Critical
Production outage affecting all users. Revenue or compliance impact.
Response time: 30 minutes | Escalation: Immediate
Examples: System completely down, data corruption, security breach, compliance violation
Severity 2: High
Production degradation. Partial or intermittent issues affecting multiple users.
Response time: 1 hour | Escalation: 4 hours
Examples: API latency, intermittent failures, memory leaks, degraded performance
Severity 3: Medium
Non-critical production issue. Limited user impact or workaround available.
Response time: 4 hours | Escalation: 8 hours
Examples: UI glitch, minor performance issue, non-critical feature degradation
Severity 4: Low
Development or staging environment issue, or low-priority enhancement request.
Response time: 24 hours | Escalation: As-needed
Examples: Documentation updates, non-urgent questions, feature enhancements
How to Report an Incident
Critical Issues (Severity 1)
Call our emergency line immediately:
+15709903709
Available 24/7 for production emergencies
All Other Issues
Email support@ironleaf.platform with:
- ✓ Issue description and severity level
- ✓ Environment affected (dev, staging, production)
- ✓ Time issue was first observed
- ✓ Relevant logs or error messages
- ✓ Steps to reproduce (if applicable)
Maintenance Windows
Planned maintenance is scheduled during low-traffic periods and communicated with 2 weeks' notice. We coordinate scheduling with your team and perform changes during mutually agreed windows.
Support Process
Report
Submit incident with details
Acknowledge
Quick response within SLA
Investigate
Root cause analysis underway
Resolve
Fix deployed to production
Follow-Up
Post-mortem and prevention
Have a support question?
Get in touch with our support team. We're here to help.
Email:
support@ironleaf.platform
Emergency Line (24/7):
+15709903709