Support

evroc provides technical support to help you use the evroc cloud platform effectively. Support is available through a combination of self-service resources and direct access to support engineers, with service levels depending on your selected support tier.

All evroc customers have access to Basic Support, which includes email-based assistance during business hours. Enhanced support tiers provide expanded availability, faster response times, and additional services.

Contact Support

For technical assistance, you can contact the evroc support team via

  • Email: support@evroc.com
  • Other contact methods available with your support plan like phone and chat

Basic Support is available Monday to Friday, 08:00–17:00 CET (excluding public holidays). Customers with Starter support plans and higher have access to 24×7 support coverage.

When contacting support, please include sufficient detail to help us investigate and resolve your issue efficiently. This should include a clear description of the issue, relevant resource names or identifiers, any error messages or logs, and, where possible, steps to reproduce the problem. Do not include passwords or system secrets - support agents will provide you with a safe way to share sensitive information if needed.

Severity Levels

Support requests are prioritized based on their impact to you as customer:

  • Critical (P0): Total loss of a business-critical service with no available workaround
  • Urgent (P1): Major service degradation significantly impacting operations
  • System Impaired (P2): Partial degradation or reduced functionality with limited impact or available workaround
  • General Guidance (P3): General questions, configuration assistance, or non-critical issues

Severity helps determine response priorities and internal handling.

Support Tiers

  • Basic (included with all organisations) Provides email and phone-based support during business hours with standard response times.
  • Starter Provides 24×7 availability, phone and email support, and faster response times for operational issues.
  • Premium (Coming Soon) Includes all Starter features, along with access to customer engineer support, architectural guidance, preparation support for large events like migrations and periodic service reviews. For certain large-scale incidents, evroc may provide high-level root cause summaries describing contributing factors and observed behaviour.

If you are unsure which support tier applies to your account, please contact our sales or support teams.

Self-Service Resources

Before contacting support, you may find it helpful to consult:

  • Product documentation for detailed service information and troubleshooting guidance
  • How-to guides for common tasks and workflows
  • API reference documentation for technical implementation details

These resources are continuously updated and available to all customers.

Service Status

For information about planned maintenance or ongoing service incidents, please visit our status page or contact support@evroc.com. Additional communication channels may be introduced over time.

Additional Support Channels

For certain customers and use cases, evroc may provide access to dedicated collaboration channels to facilitate closer interaction with engineering teams or help troubleshoot a support case. Availability of such channels is determined and communicated on a case-by-case basis.