Client support.
For active engagements · Updated 15 May 2026
This page is for clients with an active Entropex engagement: managed advisory retainers, in-flight projects, and post-delivery warranty periods. New-business inquiries should go to the contact section on the home page, not the support inbox.
Reach support
The primary support channel is email. Tickets are tracked in a shared support inbox monitored during business hours; out-of-hours messages are queued and acknowledged the next business day except for retainer-client P1 incidents (see the response-target table below).
What to include in your email
Helpful tickets get faster answers. Include:
- Severity (P1, P2, or P3) and a one-sentence summary of impact
- Client / engagement name as it appears in your SOW or retainer agreement
- Environment (tenant ID, subscription ID, or environment label)
- What you observed and what you expected
- What has already been tried, including links to portal blades, logs, or screenshots where available
- Best contact for follow-up if email is not ideal
Do not send credentials, secrets, or restricted-classification data in email. If we need to look at sensitive material, support will arrange a secure channel.
Response targets
Targets are first-response times during business hours unless otherwise noted. Resolution times are case-by-case and tracked separately. Targets reflect commitments in the SOW or retainer agreement; specific contracts may grant tighter response in writing.
Priority response with on-call for P1.
Retainer clients have priority routing and after-hours coverage for production-impacting incidents.
Business-hours response during the engagement.
Project clients receive support coverage for work delivered under the engagement for its duration and during the post-delivery warranty period.
| Priority | Definition | Retainer client | Project client |
|---|---|---|---|
| P1 | Production outage, active security incident, or imminent compliance deadline at risk | 1 business hour, after-hours covered for retainer clients | 4 business hours |
| P2 | Degraded service, urgent question with material business impact, or audit-window blocker | 4 business hours | Next business day |
| P3 | General question, documentation, advisory, or low-urgency request | Next business day | 2 business days |
What support covers
- Questions and incidents relating to infrastructure or content Entropex deployed under the engagement
- Defects in delivered Terraform, Bicep, or Sentinel content that fall within the warranty period defined in the SOW
- Advisory questions appropriate to the engagement scope (retainer clients) or to delivered work (project clients)
- Coordination with Microsoft support tickets opened against the deployed environment
What support does not cover
- General IT support (helpdesk, end-user device issues, M365 productivity questions)
- Infrastructure Entropex did not deploy or has not been engaged to advise on
- Bespoke development outside the engagement scope
- Training or onboarding for new client team members not covered in the SOW
- Emergency incident response for non-retainer clients beyond a best-effort acknowledgement
If a request falls outside support, we will say so promptly and either route it back or propose a path forward as a new engagement.
Escalation
If a P1 has not received a first response within target, escalate by replying to the ticket thread with ESCALATE in the subject line. The thread is automatically re-routed to the founder. For after-hours retainer P1, the on-call rotation handles the page directly; no separate escalation is needed.
Service status
Entropex does not operate a customer-facing platform, so there is no general status page. For incidents affecting a specific client environment, status is communicated in the ticket thread and, when appropriate, summarized in a written incident report at closure.