Support channels and levels
Dynapps España supports you throughout the life of the service. This page
summarizes how to contact us, during which hours, and how we classify incidents.
Channels
Support is provided mainly through our support portal, where you can
open and track your incidents:
Dynapps España Support Portal
Depending on your contract, this can be complemented with direct contact
with your assigned team.
Hours
The standard hours for support and manual intervention are:
| Period |
Hours |
| Monday to Thursday |
9:00 – 18:00 |
| Friday |
8:00 – 15:00 |
| July and August, Monday to Friday |
8:00 – 15:00 |
Mainland Spanish time. Outside those hours no manual intervention is carried out,
unless your contract agrees otherwise.
Watching the service has no schedule
Monitoring and self-healing run automatically and permanently, outside
support hours too: a component that fails overnight restarts on its own,
without waiting for anyone. See
Monitoring and
High availability.
Extended coverage hours and additional contact details applicable to your service
are set out in your contract.
Severity levels
We classify incidents by their impact to prioritize the response:
| Severity |
Description |
Example |
| Urgent |
Service unavailable or data loss/risk |
The application isn't responding |
| High |
Important functionality degraded, no workaround |
A key feature fails |
| Medium |
Limited-impact problem or workaround available |
Slowness in a specific feature |
| Low |
Minor query or request |
Configuration question |
The response times associated with each level are agreed in your
service contract.
What we do with an incident
When you report an incident, we log it, classify it, confirm receipt, and
manage it following the incident management
process.