Client Support
Support for existing clients
This page is for businesses with an existing Subnet Works engagement. New inquiries should use the contact page.
Submit a support request
Email the support address with your business name, a description of the issue, and the affected systems.
Email supportResponse windows
| Priority | Definition | Response |
|---|---|---|
| P1 | Production down, no workaround | Per retainer terms |
| P2 | Degraded service, workaround available | Same business day |
| P3 | Non-urgent issue or question | Next business day |
Response windows apply to business hours (Mon-Fri 9AM-6PM ET). P1 response outside business hours requires an active retainer with 24/7 coverage terms.
Remote assistance
For remote sessions, Subnet Works uses Tailscale for authenticated access to pre-approved systems. If remote access is needed and not already configured, a session can be arranged via email.
Do not grant remote access to any party claiming to be Subnet Works without first confirming the request via email or phone.
Emergency contact
TODO: Emergency contact number to be added after phone number is confirmed.
For P1 incidents outside business hours without an active retainer, email michael@subnetworks.consulting with "P1" in the subject line.