Real engineers, real runbooks, real fixes.
SLA-backed support from the people who built it.
Dedicated assistance, priority response and expert guidance for deploying and maintaining Prochista monitoring in critical environments. No tier-1 scripts, no offshore handoffs.
- Clear SLAs
- Named engineer
- 24×7 on-call
- Written RCA
Case SR-4821
Sev-1- Response
- 8 min
- Owner
- Named engineer
- Updates
- Hourly
- RCA
- Due in 5 days
Plans
Pick the level of cover your operation actually needs.
From business-hours assistance to mission-critical on-call engineers, every deployment is backed by people who built the platform.
Business hours
Email and portal support for non-urgent platform questions and configuration help.
- Mon–Fri 9–5 ET
- Knowledge base & runbooks
- Quarterly platform updates
Priority response
A named engineer, faster SLAs and proactive guidance for teams running Prochista across multiple sites.
- Extended hours
- Named TAM
- Quarterly health reviews
- RMA priority
24 × 7 on-call
Round-the-clock engineering coverage for carrier, data-centre and critical-infrastructure deployments where downtime isn't an option.
- 24×7×365
- Joint runbooks
- Change-window engineer
- Optional on-site dispatch
What you get
Real engineers. Real runbooks. Real fixes.
No tier-1 scripts and no offshore handoffs. You talk to the same people who designed, deployed and maintain your stack.
Clear SLAs
Response and restoration targets written into your contract, and reported on every quarter.
Named engineer
From Priority up, a single point of contact who knows your sites, devices and runbooks.
Runbooks & playbooks
Documented procedures for the failure modes you actually see, kept current, never rotted.
Root-cause analysis
Every Sev-1 gets a written RCA within five working days: what happened, why, and what stops it next time.
Firmware & platform updates
Tested rollouts to your gateways, sensors and the ProDCIM platform, coordinated around your change window.
Onboarding & training
NOC and field-team training so your people can resolve the routine work without picking up the phone.
How a case runs
A case never sits in a queue waiting to be picked up.
The minute a ticket lands, it's triaged by a Prochista engineer with full visibility of your deployment, not a stranger reading from a wiki.
1. Open
Raise via portal, email or 24×7 phone. Severity is set together, in writing.
2. Triage
An engineer who knows your sites picks it up, no tier-1 chain.
3. Resolve
We work the issue to closure, with hourly updates on Sev-1 / Sev-2.
4. Review
Written RCA for every Sev-1 within 5 days. Lessons fold back into your runbooks.
24×7
On-call available
< 15 min
Sev-1 response target
5 days
RCA delivery window
100%
Tickets handled by engineers
SLA targets, written into your contract
Reach support
Three ways to get help.
Backed by the people who built the platform
Talk to us about the level of cover your sites need, from business hours to 24×7 on-call.