T-01
Essential
Steady-state operations
Reply within 8 working hours
Mon – Fri · 9:00 – 18:00 CET
- Email and client portal assistance
- Non-blocking incident tracking
- Security updates and minor fixes
- Monthly operations report
|b| Support & operations
Support that holds.
IBIFACE operates your AI platforms, web applications and cloud infrastructure with contracted service commitments. Available engineers, proven process, guaranteed continuity.
|b| Contracted SLAs
Assistance tiers.
T-02Recommended
Professional
High-expectation platforms
Reply within 2 working hours
Mon – Sat · 7:00 – 22:00 CET
- Dedicated Slack or Teams channel
- On-call for major incidents
- Quarterly architecture review
- Supervised continuity plan
- Proactive vulnerability management
T-03
Enterprise
Critical environments
Reply within 30 min · 24/7
365 days / year
- Dedicated lead engineer
- Permanent contractual on-call
- Reinforced, sovereign supervision
- Half-yearly security review
- Structured post-mortem for major incidents
- Contracted availability / performance SLA
|b| Channels
Four direct paths.
C-01
Client portal
File requests, track progress and access history from a secure space.
C-02
Dedicated email
Named support address, traceable and tied to your service contract.
C-03
Messaging channel
Slack or Microsoft Teams provisioned for your teams, with direct access to our engineers.
C-04
On-call line
Emergency number activated for blocking incidents, as per your tier.
|b| Incident process
From qualification to post-mortem.
01
Qualification
Immediate acknowledgement, severity qualification and assignment to the right engineer.
02
Investigation
Log analysis, controlled reproduction and documented diagnosis, shared in real time with your teams.
03
Resolution
Patch applied, validated in staging, then pushed to production per the agreed protocol.
04
Post-mortem
Formal post-mortem for major incidents — root causes, corrective actions and preventive measures communicated within 72 h.
|b| Commitments
What we hold.
E-01
Contracted availability
Up to 99.95% uptime measured on infrastructure we operate, with service credits upon breach.
E-02
Continuous security
Permanent CVE watch, critical patches applied within 24 h, scheduled hardening reviews.
E-03
Data sovereignty
EU hosting, encryption at rest and in transit, GDPR compliance, full access audit trail.
E-04
Business continuity
Contracted RPO and RTO, tested backups and documented recovery plan.
|b| Sign up
Subscribe to a contract?
Let's pick the level matching your platform criticality. Scoping and quote within 24 working hours.
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