Channels
Define how to report a problem and what diagnostic information is needed.
ENTERPRISE SUPPORT
Support with clear channels and responsibilities
Agree inquiry, escalation and maintenance procedures before launch. Support hours and SLA commitments come from the contract.
Evidence snapshot: 2026-10-22 · review by 2026-11-22 · partial_read_only
THE PRACTICAL TASK
What to agree for your team
Escalation
Assign owners and conditions for urgent incident handling.
Operation
Maintain contact details, runbooks and update procedures.
From requirements to a pilot
- 01
Choose the support scope
- 02
Assign responsible owners
- 03
Test the support channel
- 04
Agree contractual service levels
Controls
SLA and supportNot verified
Support level and SLA exist only when approved in contract.
No contractual SLA is published.Technical evidence
- Scope
- contract_specific
- Evidence
- contract:pending
Deployment profiles
SaaSBeta
A Wicsora-managed deployment with no published HA or SLA guarantee.
Current single-site runtime is not HA/SLA evidence.Technical evidence
- Region
- deployment_specific
- Evidence
- docs/enterprise/deployment-profiles.md
On-PremBeta
Customer-environment packaging with outbound access denied by default.
Signed artifacts and a customer restore drill are still required.Technical evidence
- Region
- customer_environment
- Evidence
- docs/enterprise/deployment-profiles.md;deploy/onprem
Evidence snapshot: 2026-10-22 · review by 2026-11-22 · partial_read_only