Software support should offer a clear communication and follow-up process at the times a business actually needs it. Not every project works the same way. At Paradigma7 we provide our standard support during working hours, and offer a separate 24-hour support package for large projects.
01Standard support is provided during working hours
Under standard support, requests are handled during working hours. So the business can plan around it, the applicable days, time zone, and communication channels are stated clearly in the service terms. Being able to log a request outside those hours doesn't mean a specialist will act on it immediately. The time a request is received and the time support is actually delivered are two different things.
02Large projects choose a separate support package
Large projects running critical operations around the clock may need a different support setup. Our dedicated 24-hour support package exists to address that need separately. Which applications and environments are in scope, which events are treated as priority, and how communication will happen are all spelled out in the agreement. This service isn't automatically part of every project's standard scope.
03Separate response time from resolution time
Receiving a request, the initial assessment, technical intervention, and a permanent fix are different stages. An outage at an external provider and an issue inside the application may not be resolved the same way. That's why "24-hour support" shouldn't be read as meaning every issue gets solved instantly. An application's availability target and the support team's working hours are also two different things. Response and intervention targets suited to the project, along with priority rules, are defined separately.
04Build scope around actual need
When choosing a support plan, weigh how the business is affected by downtime as much as the number of users. Which actions stopping means the business can't operate, and which issues can wait for the next working period? That distinction helps identify the right package. At Paradigma7 we align support terms consistently with development scope, our annual maintenance agreement, and our 12-month bug-fix warranty from delivery. We covered where the warranty fits in the delivery package in our turnkey software guide.
05Prepare for your support plan
- The hours and days the software is actively used
- The critical actions that would stop the business if they went down
- The types of issues that can wait for the next working period
- The people and channels who will submit support requests
- The external providers you depend on and their own support terms
Written by
The Paradigma7 team
Product, engineering and operations
We are an Ankara-based team building software for Europe. Nothing here is theory: these are the processes we actually run on client projects.
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