Run & Support

We operate systems we built — and some we didn’t. Templates live here; the actual runbooks live in each project repo, one per repo at docs/runbook.md.

Support tiers

flowchart LR
  Client["Client"] --> L1["L1 — Technical Support<br/>triage + known-issue runbooks"]
  L1 --> L2["L2 — Team Lead"]
  L2 --> Dev["Original developer"]

In this section

• Support Model — business-hours SLA (not a 24/7 pager at 18 people), primary contact per client, how a report becomes a bug.
• Warranty Boundary — 30-day post-go-live bug-fix warranty vs. billable change, handover tied to final payment.
• Runbook Template — deploy/rollback, logs, restart, backup/restore. Copied into each repo as docs/runbook.md.
• Incident Response — Sev1–3 levels, who declares, one channel, client-comms path.
• Postmortem Template — blameless template for Sev1/Sev2 only.