CUSTOMER SUPPORT
SUPPORT IS NOT JUST RESPONDING,
IT IS KEEPING THE SYSTEM RUNNING.
"WITH SLA ASSURANCE, TRACEABLE PROCESS AND PROACTIVE MAINTENANCE."
SUPPORT FOR SOFTWARE PROJECTS
IS NOT "LOOKING INTO IT WHEN AN ISSUE COMES UP"
REAL SUPPORT!
Real support means preserving business continuity, managing risks and improving issues so they do not repeat. That is why at the heart of our support approach at PROJX is the SLA (Service Level Agreement): priorities, response times, escalation steps and the follow-up mechanism are defined in advance.
OUR SUPPORT TEAM
DELIVERS HOLISTIC SOLUTIONS
Our support team does not just fix the error; it works on the principles of project mastery, routine maintenance, continuous improvement and automated operations. Log/monitoring, maintenance windows, update plans, performance checks and automation of recurring tasks raise support quality from a "one-off fix" level to a "sustainable standard" level.
INFORMATION SECURITY APPROACH
Our support processes are designed to be aligned with ISO/IEC 27001 principles and
controls.
Within this scope (depending on the project and access scope), we apply the following practices:
AUTHORIZATION AND
ACCESS CONTROL (LEAST PRIVILEGE)
INCIDENT
MANAGEMENT
AND ROOT CAUSE ANALYSIS (RCA)
CHANGE MANAGEMENT
AND RECORD KEEPING (CHANGE LOG)
SECURE STORAGE OF RECORDS,
TRACEABILITY AND AUDIT TRAIL
BACKUP AND
RESTORE SCENARIOS (BACKUP / RESTORE) WITH VERIFICATION STEPS
HOW TO OPEN A SUPPORT TICKET?
CUSTOMERS WITH A MAINTENANCE AGREEMENT
For customers with a maintenance agreement, a dedicated
Project Manager / Account Representative is assigned.
You work with a single point of contact; prioritization and routing are handled correctly.
You can submit your requests through our Project Management System, monitor opened tasks in real time and follow all progress transparently.
STANDARD FLOW FOR PROJECTS WE HAVE DELIVERED
For our delivered projects, we provide you with a dedicated support panel.
Through the panel, you open a support request (ticket) and track the ticket's status, notes and actions on a single screen.
You should tag the requests you submit according to their priority.
The support system operates with a queuing mechanism and solutions are provided based on the ordering of all customer requests.
SLA LEVELS
(Priorities and Target Times)
The following targets apply according to the service window (business hours / 7x24) and contract
scope.
If a different SLA is defined in your contract, that one prevails.
| Level | Definition | Example Situations | First Response | First Action | Target Approach |
|---|---|---|---|---|---|
| P1 - Critical | System fully down / revenue-generating flows are not working / serious security risk | Site completely down, payments cannot be received, critical security event | ≤ 30 min | ≤ 60 min | First fast stabilization (workaround), then permanent fix + RCA |
| P2 - High | Serious disruption in main functions, high business impact | Order flow partially not working, admin panel slow, certain users cannot complete operations | ≤ 2 hours | ≤ 4 hours | Reduce the impact + permanent fix plan |
| P3 - Medium | Partial issue / alternative path available, limited business impact | Errors on some pages, inconsistency on a report screen, minor integration hiccup | ≤ 8 hours | ≤ 1 business day | Planned resolution, progress through release notes |
| P4 - Low | Question, improvement, cosmetic error, information request | Text update, small UI fix, "how to" questions | ≤ 1 business day | ≤ 3 business days | Added to backlog, planned improvement |
NOTES FOR TRANSPARENCY
FIRST RESPONSE
"First response" covers acknowledging the ticket and the initial assessment.
FIRST ACTION
"First action" is the point at which the team starts working on the issue or shares a clear action plan.
GOAL ON P1/P2
first to safely stabilize the system; then to prevent recurrence with a permanent fix and root cause analysis
FOR FASTER SOLUTIONS
ADD TO YOUR TICKET
This information reduces "progress by guessing"; it significantly speeds up the resolution.
AFFECTED AREA
if you have multiple projects, the project name, is it B2C, panel, integration, etc.?
TIME
when did it first start, is it recurring?
STEPS
the step-by-step scenario that produces the error
SCREENSHOT
the error message and its screenshot. If available, log output / request ID / order ID
LOG
if available, log output / request ID / order ID
RECENT CHANGES
deploy, content update, plugin/service change
FREQUENTLY ASKED QUESTIONS
FREE PROJECT ANALYSIS
See X8 Core in a 15-minute demo: modules, flows, panel and integrations. Discover how we bring together e-commerce, B2B dealer and operations in a single panel.
