For existing clients
Client support.
Support channels, response times, and escalation paths for clients with active DivergeiX engagements.
How to reach us
Support channels.
Every active engagement gets a dedicated set of channels. Which one you use depends on what's happening — there's no single inbox for everything.
On-call hotline
For P1 critical incidents during active engagements. The number is shared with named contacts at engagement start.
Private channel
Slack or Microsoft Teams shared workspace with your named engineers. Your default channel for P2/P3 work.
Ticket portal
Logged tickets for tracked, auditable workflows — change requests, recurring requests, anything with a paper trail.
Service levels
Response & resolution SLAs.
These are the default SLAs for managed-services engagements. Specific contracts may tighten or extend these — your MSA / SOW is authoritative.
Escalation
When something needs to go higher.
Every engagement has a named engagement owner (one of our senior engineers) and a named account owner (a partner-level contact). Their details are shared at kickoff.
If a P1/P2 issue isn't tracking to SLA, escalate to the engagement owner. If that doesn't resolve within 30 minutes, escalate to the account owner. Both work to close the loop the same business day.
For non-technical concerns — billing, contract changes, scope disputes — go to the account owner directly.
Not yet a client?
This page is for active engagements.
Need to discuss a new project, talk to sales, or have a general question? Use the contact form — a senior engineer will respond within 24–48 business hours.
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