Support & Service Levels
Follow-the-sun support across four service tiers, from Bronze to Platinum.
Support operates from Singapore, Delft and Denver on a follow-the-sun model, with three handovers a day. Platinum customers have a named technical account manager and a 24/7 severity-1 path.
Terravek publishes its actual achieved response and resolution times against target each quarter in the service review, and on status.terravek.com for platform incidents.
What is included
- Bronze — business hours, 8 hour first response
- Silver — extended hours, 4 hour first response
- Gold — 24/5, 2 hour first response, named engineer
- Platinum — 24/7, 1 hour first response, named TAM, quarterly service review
Service level targets
| Tier | Coverage | Severity 1 first response | Severity 2 | Named contact |
|---|---|---|---|---|
| Bronze | Business hours, local office | 8 hours | 1 business day | No |
| Silver | Extended hours 07:00–19:00 CET | 4 hours | 8 hours | No |
| Gold | 24/5 | 2 hours | 4 hours | Named support engineer |
| Platinum | 24/7 | 1 hour | 2 hours | Named technical account manager |
Response targets are to a human, not an automated acknowledgement. Achieved performance against target is reported in the quarterly service review and, for platform incidents, published at status.terravek.com.
Raising a case
Through the ORBIS Cloud console, or by e-mail to support@terravek.com. Gold and Platinum customers have a telephone path for severity 1, given in the service agreement. The service desk is reachable at helpdesk@terravek.com for account and access issues.
Support operates follow-the-sun from Singapore, Delft and Denver with three handovers a day. How we write post-incident reviews.