Support

Support at Marchio Systems Foundry means you're talking to the engineers who built your system — not a tier-1 helpdesk reading from a script. When you reach out, a real engineer on your project reviews the issue, diagnoses it, and resolves it directly. No ticket black holes, no runaround.

For Premium and Enterprise clients, call the emergency hotline directly — it's the fastest path to resolution. For Standard clients, use live chat in the client portal and mark the ticket as "Critical." We triage critical tickets within one hour during business hours and have on-call coverage for after-hours emergencies on Premium and above.

Yes. We regularly take over support and maintenance of systems built by other teams or vendors. We start with a technical audit to understand the codebase, document anything undocumented, and establish monitoring before assuming support responsibility. This onboarding typically takes 2–4 weeks depending on complexity.

On Standard and above, we instrument your services with Prometheus metrics, set up Grafana dashboards for key health indicators, configure structured logging with correlation IDs, and establish alerting thresholds for error rates, latency, and resource utilization. We also write runbooks for every alert so on-call engineers know exactly what to do when something fires.

Yes. We plan and execute zero-downtime database migrations using expand/contract patterns, feature flags, and tested rollback strategies. We always run migrations against a production-sized staging environment first, and we schedule them during low-traffic windows unless urgency requires otherwise.

We take SLA commitments seriously. If we miss a response time SLA, you receive a service credit on your next invoice — 10% of monthly fees per missed SLA in a billing period, up to 30%. For uptime SLA breaches on Premium and Enterprise, credits are calculated based on the duration of the incident per our standard SLA agreement.

Downtime is any period where a system's primary function is completely unavailable, or where error rates exceed 5% for more than 5 consecutive minutes. Planned maintenance windows, communicated at least 48 hours ahead and agreed in writing, are excluded. Partial degradation events are tracked and reported in monthly reviews.

Support is billed as a monthly retainer based on your tier. Retainers include a set number of support hours per month. Hours beyond the retainer are billed at your contracted hourly rate. Enterprise clients have uncapped hours included. All billing is invoiced monthly in arrears with net-30 terms.

Yes. You can upgrade at any time — the new tier takes effect immediately and your invoice is prorated for the remainder of the billing period. Downgrades take effect at the start of the next billing cycle. If your needs change significantly, reach out and we'll find the right fit.