Document
Support Policy
How support requests are handled, prioritised and escalated.
Support Policy
#Scope
This policy describes how CHEFFUSION TECHNOLOGIES LLC, referred to on this site as Cheffusion Technologies, handles support requests from clients with an active support or maintenance agreement. The commitments that apply to you are those written into your own agreement; this page explains how the process works in general.
#Raising a request
Support requests are raised through the client portal, which gives every request a reference, keeps the full history in one place, and lets you see its status without asking. Requests sent by email to support@cheffusiontech.com are logged into the same system so nothing is lost, but the portal is faster.
A useful request tells us: what you expected to happen, what happened instead, where in the system it happened, and roughly when it started. A screenshot is worth several paragraphs.
#Priorities
| Priority | Means |
|---|---|
| Urgent | A production system is unavailable, or a fault is causing data loss or a security exposure. |
| High | A significant function is unusable and there is no reasonable workaround. |
| Normal | A fault with a workaround, or a change that matters but is not blocking. |
| Low | Cosmetic issues, questions and improvement suggestions. |
We set the initial priority on triage and will tell you if we disagree with the priority you selected, along with why.
#Response expectations
Response and resolution targets are agreed per engagement and written into your support agreement. We do not publish a single figure here, because a number that is not backed by a contract and an on-call rota is marketing rather than a commitment.
Where you have no agreement in place, requests are handled on a reasonable-endeavours basis during our working hours, Monday to Friday, 9:00 AM to 5:30 PM Eastern Time.
#Statuses
Requests move through: Open, In progress, Waiting for client, Resolved, and Closed. A request set to Waiting for client is not forgotten — it is waiting on information or a decision from your side, and the portal shows exactly what we asked for.
#What is included
Fault diagnosis and correction, security patching, dependency updates, monitoring and backup verification, and minor changes within the allowance in your agreement.
#What is not included
New features and substantial changes are quoted separately — not because we are unwilling, but because a support allowance that silently absorbs project work stops being reliable for the faults it exists to cover. Faults in systems we did not build, and problems caused by third-party services outside our control, are handled on a time basis unless your agreement says otherwise.
#Escalation
If a request is not progressing, reply on the ticket asking for it to be escalated. That routes it to the engagement lead. Escalation is a normal part of the process and does not require diplomacy.
#Contact
Support requests go through the client portal or to support@cheffusiontech.com. During our working hours you can also reach us by telephone.
CHEFFUSION TECHNOLOGIES LLC
974 Covington Hwy Apt K2, Decatur, Georgia 30032, United States
Email: support@cheffusiontech.com
Telephone: +1 605 468 2191 (Monday to Friday, 9:00 AM to 5:30 PM Eastern Time)