TECHNICAL SUPPORT
SOMEONE ISALWAYSon call.
Every system we operate has a named senior engineer behind it — the same person across incidents, so you never re-explain your architecture at 3am.
15 min
P1 RESPONSE
24/7
INCIDENT COVER
99.9%
UPTIME SLA
01 — HOW TO REACH US
Three channels, each with a stated response time.
CHANNEL 01
Emergency incident line
For live outages and security incidents on systems we operate. Answered by an on-call engineer, not a queue.
+94 72 950 3304
RESPONSE: UNDER 15 MINUTES
CHANNEL 02
Technical support
Bugs, configuration questions, access requests and change requests on any system under an active agreement.
support@syncossolutions.com
RESPONSE: UNDER 4 BUSINESS HOURS
CHANNEL 03
General enquiries
New projects, scope changes, billing questions and anything that isn't urgent.
info@syncossolutions.com
RESPONSE: UNDER 24 HOURS
02 — RESPONSE TARGETS
What “we’ll get back to you” actually means.
Production down or data at risk.
15 min24/7/365Major feature broken, workaround exists.
2 hoursBUSINESS HOURSNon-blocking defect or change request.
1 business dayBUSINESS HOURSQuestion, documentation or enhancement.
3 business daysBUSINESS HOURS03 — SELF-SERVICE
Answers without waiting for us.
System status
Live uptime and incident history for every platform we operate.
View status →Documentation
Architecture notes, runbooks and handover docs for your systems.
Open docs →Change requests
Submit scoped work against your retained engineering hours.
Submit request →04 — SUPPORT FAQ
Common questions
What counts as an emergency?
A production outage, a security incident, data loss, or any failure preventing your customers from transacting. Those go to the incident line at any hour.
Do you support systems you didn't build?
Yes. We start with a paid discovery audit to document the architecture and risks, then take over monitoring and support from there.
How is support billed?
Managed operations clients have support included under their SLA. Everyone else is billed against a retained block of hours, drawn down transparently and reported monthly.
Who will I actually be talking to?
A named senior engineer assigned to your account — the same person across incidents, so you never re-explain your architecture.