Support & Service Level Agreements
Trace Intercept provides platform-level support for the Trace Intercept SaaS environment.
As a B2B platform, day-to-day user support, operational enablement, and internal training are the responsibility of each client organisation. This page explains how to report platform issues and what level of service to expect from Trace Intercept.
Reporting Issues
Preferred Method: Report Problem (In-Application)
The preferred method for reporting platform issues is the Report Problem link in the upper right corner of the Map view of the application.
Using this feature:
• Captures a permalink to the exact asset and visual state
• Preserves map position, zoom, and orientation
• If an image is open, preserves the image focus and zoom
• Provides contextual clarity
• Reduces ambiguity during investigation
This method is recommended for:
• Platform bugs
• Rendering issues
• Unexpected behaviour
• Data display concerns
Providing contextual permalinks significantly improves issue resolution efficiency.
Email Support
For platform-level support requests that are not asset-specific, you may contact:
Email is appropriate for:
• Access issues affecting multiple users
• Platform availability concerns
• SLA questions
• Escalated incidents
When contacting support by email, include:
• A clear description of the issue
• The organisation name
• Relevant permalinks (where applicable)
• Screenshots if helpful
Support Scope
Trace Intercept provides support for:
• Platform functionality
• System availability
• SaaS environment performance
• Reconstruction processing (if enabled)
• Confirmed software defects
Trace Intercept does not provide:
• End-user training
• Internal process design
• Drone licensing support
• Operational workflow management
• Work management system integration support
• Organisational transformation services
Client organisations are expected to establish:
• Internal training programs
• Centres of excellence (where appropriate)
• Internal user support processes
• Governance standards
• SOP documentation
Trace Intercept provides initial onboarding support, train the trainer support and guidance. Ongoing enablement, training and operational adoption are organisational responsibilities.
Support Hours
Trace Intercept platform support operates:
Monday to Friday
9:00 AM – 5:00 PM (Irish time)
We aim to acknowledge and respond to platform support requests within 48 business hours.
Issues submitted outside of business hours may be reviewed on the next business day.
Service Availability
Trace Intercept is hosted on Microsoft Azure infrastructure.
Azure maintains high availability standards. However:
• Service interruptions may occur due to underlying infrastructure events
• External cloud provider disruptions are outside Trace Intercept’s direct control
Trace Intercept monitors platform performance and responds to service-impacting incidents as a priority.
Scheduled Maintenance
Periodic maintenance may be required to:
• Deploy improvements
• Apply security updates
• Enhance performance
• Release new functionality
Where feasible:
• Maintenance windows will be communicated in advance
• Downtime will be minimised
Maintenance is typically scheduled outside peak operating periods where possible.
Issue Resolution Process
When a platform issue is reported:
- Acknowledgement
Confirmation of receipt. - Investigation
Review of context and replication where possible. - Resolution or Guidance
Deployment of fix, workaround, or clarification. - Closure
Confirmation with the reporting party.
Resolution timelines depend on severity and impact.
Internal Support Expectations
Trace Intercept is designed to support organisational workflows.
Clients are expected to maintain:
• Internal user support channels
• Clear escalation paths
• Defined operational processes
• Training and competency frameworks
Trace Intercept supports the platform. Organisations support their users.
Questions About SLAs
If your organisation has a formal commercial agreement specifying SLA commitments, those terms govern service expectations.
For questions regarding contractual SLAs, please contact:
Summary
Use the in-application Report Problem feature for platform issues affecting specific assets.
Contact support@traceintercept.ai for broader platform or access concerns.
Trace Intercept provides platform-level support. Organisational enablement and user support remain client responsibilities.
Choose Your Starting Point
If you are rolling Trace Intercept out → Start with Enablement
If you are preparing for a site visit → Start with Plan
If you capture assets → Start with Capture
If you review assets → Start with Inspect
If you run joint sessions → See Collaborate
If you provide formal documentation → See Evidence
If reconstruction is enabled → See Reconstruction
If you are considering process change → See Transformation
If you have questions → See FAQ
Still need help? → See Support & SLAs