Operational support with clear ownership and disciplined escalation.
Independent technical support for authorised software environments, designed around rapid response, service restoration, structured resolution and transparent governance.
The right urgency for the right operational impact.
Critical and High incidents receive continuous emergency coverage for response and restoration. Medium and Low incidents are handled during contracted Business Support Hours.
Independent, contract-controlled support.
Services are delivered by GENIO GROUP S.A.R.L. through Genio ICT. No OEM affiliation, agency or endorsement is represented unless separately confirmed in writing by the relevant software owner.
Response, restoration and resolution are measured differently.
The matrix below reflects the standard premium-support framework. Final commitments, hours, systems and remedies are defined exclusively by the executed agreement, commercial schedule and support handbook.
| Severity | Typical impact | Response | Restoration | Resolution |
|---|---|---|---|---|
| Critical | Complete outage or severe impact | 30 min · 24×7 | 4 h · 24×7 | 5 Business Days |
| High | Major operational degradation | 1 h · 24×7 | 8 h · 24×7 | 10 Business Days |
| Medium | Partial degradation; workaround available | 4 Business Hours | 2 Business Days | 20 Business Days |
| Low | Minor issue or technical enquiry | Next Business Day | Planned release | Planned release |
From first contact to validated closure.
A predictable operating process keeps technical work, customer communication and accountability connected throughout the incident.
Validate
Record the request, verify the affected environment and classify business impact.
Diagnose
Collect evidence and secure access, reproduce where practical and identify the failure domain.
Stabilise
Coordinate a safe workaround or corrective action to restore service continuity.
Close
Complete permanent analysis, validate implementation and document the outcome.
A focused support service, with boundaries that protect delivery.
Scope clarity allows the support team to concentrate on covered platforms while additional work is handled through change control or a separate professional-services engagement.
Incident Ownership
Registration, classification, investigation, communication, coordination and escalation.
Technical Assistance
Remote diagnostics, troubleshooting, configuration guidance and restoration coordination.
Governance
Service records, status visibility, operational reviews and management escalation.
Additional services remain available through explicit scope.
Unless expressly included, support excludes new development, upgrades, migrations, implementation, integrations, infrastructure administration, monitoring, training and onsite services.
Security-specific work
Cybersecurity assessments, incident response, penetration testing and system-hardening projects are separate professional services unless specifically included in the applicable commercial schedule.