Support here is built on the product's own observability. Per-hub health diagnostics, a one-click support-bundle with secrets redacted, and metrics snapshots make an issue fast to reproduce and triage — so a conversation starts with evidence, not guesswork.
Severity is set by business impact. The figures below are the response and resolution objectives we aim for on the Standard and Premium tiers — targets we work toward, described here for orientation.
| Severity | Standard · first response | Premium · first response | Resolution objective |
|---|---|---|---|
| S1 — CriticalProduction down or unusable; no workaround | 4 business hours | 1 hour, 24×7 | Continuous effort until restored |
| S2 — HighMajor function impaired; limited workaround | 1 business day | 4 hours | Fix or workaround targeted within days |
| S3 — NormalMinor issue or question; workaround exists | 2 business days | 1 business day | Scheduled into a maintenance release |
| S4 — LowCosmetic, docs or feature request | Next business day acknowledgement | Next business day acknowledgement | Considered for the roadmap |
These are target objectives, not contractual guarantees. Exact commitments are defined in your support agreement.
A repeatable implementation methodology takes you from first hub to first golden records — model, map, match, govern and publish — with milestones and a shared plan, so value lands on a schedule.
Reviews driven by the in-product maturity and observability signals — hub health, data-quality trends, match and remediation throughput — turn live metrics into a clear next set of improvements.
When something needs attention, a one-click support-bundle with secrets redacted plus a metrics snapshot captures the state we need — no screen-sharing scramble, no sensitive data leaving your boundary.
Bring your stewards, modellers and administrators up to speed with structured Academy courses and verifiable certification — so the team owns the platform, not just watches it. Visit the Academy →
Reach the support desk directly at info@adaptivecanvas.co.za. Attach a support-bundle and metrics snapshot and we can triage from the first reply.
Contextual help and the built-in AI assistant answer most questions without leaving the studio — from rule syntax to pipeline guidance. Deeper docs and the Academy are a click away.
Premium 24×7 customers have a named contact and a defined escalation path for critical incidents. We confirm severity, agree next steps, and keep you updated until the issue is restored.
Tell us how your programme runs and we'll recommend a support tier, walk through onboarding, and show how the platform earns operational trust.