SUPPORT
24/7 expert support, whenever you need it.
Every Kaistrum client gets SLA-backed technical support with a dedicated account manager, remote diagnostics, and proactive platform monitoring.
Overview
Support that prevents problems, not just resolves them.
Most GIS vendors are reactive — they wait for you to raise a ticket. Our support model is built around proactive monitoring so we frequently know about an emerging issue before you do. Combine that with SLA-backed response times and a dedicated support engineer who knows your environment, and you get a fundamentally different support experience.
- Priority 1 (critical outage): 1-hour response, 4-hour resolution target
- Priority 2 (degraded service): 4-hour response, next business day resolution
- Priority 3 (non-critical): next business day response
- Dedicated account manager and named support engineer
- Remote access support (TeamViewer, Anydesk, or your preferred tool)
- Quarterly platform review and health report
Support monitoring dashboard
Our Process
How we deliver it.
01
Ticket Raised
Submit via support portal, email, or phone. Tickets are triaged and prioritised within your SLA window, 24 hours a day.
02
Expert Assignment
The ticket is assigned to a support engineer with the relevant GIS platform expertise — not a generalist help-desk agent.
03
Diagnosis
Our engineer performs remote diagnostics — log analysis, configuration review, and live screen-share — to identify root cause.
04
Resolution
We apply the fix, document all actions taken, and verify the resolution with you before closing the ticket.
05
Root Cause & Prevention
For any Priority 1 or 2 incident, we issue a root cause analysis report with recommendations to prevent recurrence.
Remote diagnostics session
We know your environment before you call.
When you open a support ticket, your dedicated engineer already has your platform configuration, deployment architecture, and historical incident log in front of them. We maintain living documentation of every environment we support — so there is no time wasted re-explaining your setup, and no risk of a junior engineer making a change that conflicts with your configuration.
- Living environment documentation maintained by Kaistrum
- Named support engineer assigned to your account
- No call-centre scripts — direct access to expert engineers
- Post-incident reports for all Priority 1 and 2 tickets
Get started
Ready to talk support?
Tell us about your organisation and requirements. We will respond within one business day.