Critical
Production service unavailable, suspected active compromise, or a severe customer impact with no practical workaround. State the affected service and current impact immediately.
Response target: within 1 business hour during support hoursClient support / clear next steps
When the platform needs attention, start here.
For current Stratafold clients: share what is affected, the impact you can see and the safest way for us to follow up. We will coordinate with your named client team.
Service status
A calm, honest status view.
There is no public real-time monitoring integration on this page. The panel reflects public notices posted by our team and is not a substitute for your service monitoring or client escalation route.
Hours and severity
Set an expectation before you send.
These response targets are planning guidance, not contractual guarantees. Your active engagement terms and named escalation path take precedence.
Support hours: Monday–Friday, 09:00–18:00 Central European Time (CET/CEST), excluding public holidays in Italy. Coverage outside these hours is only available when agreed for a specific engagement.
High
Material degradation or an urgent operational risk affecting a key service, with limited or fragile workarounds.
Response target: within 4 business hoursNormal
Non-urgent defects, guidance requests or issues where a reasonable workaround is available.
Response target: within 2 business daysPlanned Request
Scheduled change, platform enhancement or advisory work that can be prioritised with your delivery contact.
Response target: acknowledgement within 3 business daysIncident reporting
Useful details help us respond well.
Describe impact
Name the service, environments, affected users and what is or is not working. Avoid sharing passwords, secrets or personal data.
Include a timeline
Add when the issue began, recent changes, relevant timestamps and any safe checks already completed.
Choose severity
Use the definitions above and tell us whether a workaround exists. We may adjust severity together as facts change.
Use active-client routes
Platform-specific escalation details are provided directly to active clients. For critical issues, follow those instructions as well as submitting this request.
Support request
Tell us what is happening.
For urgent production impact, use the escalation details supplied to your active team as well as this form. Do not include credentials, secret keys or sensitive personal data.
Not an active client? Start with the Contact page
Thank you. Your support request has been received. The team will review it against the response targets above.
We could not submit this request just now. Please try again or use the escalation details provided to your active client team.
Need a quick answer?
Our FAQ explains engagement shape, security reviews, incident response and post-launch support. For a new project enquiry, contact our team.
Browse the FAQ ↗ Contact Stratafold ↗