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Support

To be completed

No formal support process documented yet. The known building blocks are listed below; complete with SLAs, channels and escalation paths.

Known building blocks​

  • Feedback from the app → feedback@yres.app, split into Bug report, Feature request and Feedback. Responses go to the account email address. → Account
  • Health Checks in the web app for DWH issues (sometimes with a fix script). → Admin
  • Troubleshooting for known errors. → Troubleshooting
  • Announcements for communicating maintenance/downtime to users.

What customers describe as ideal support (interviews)​

  • Proactive, daily monitoring.
  • Incident management via a fixed point of contact.
  • Regular (strategic) sessions and sprint reviews.

Still to be documented​

  • SLAs and response times (the site mentions "a response within one business day" for contact inquiries).
  • Support channels and hours, ticketing, escalation, on-call.
  • Maintenance/release calendar and communication.