ITRS Product Support

Working with ITRS

At ITRS, our goal is simple: keep your monitoring stable, performant, and business-critical systems running smoothly.

Here's what you can expect when working with us - who can access support, what we cover, and how we collaborate with you.

Who can access ITRS Support?

Support is available to all clients with an active maintenance or subscription agreement.

To ensure security and compliance:

• Requests must come from a registered corporate email address
• The email domain must match the one registered in your support agreement

Once registered, users can:

• Raise and track tickets
• Respond to support updates
• Access documentation and software downloads

Any internal restrictions around downloads or deployments remain the responsibility of the client organisation.

What level of support can you expect?

ITRS operates a structured Level 1 → Level 2 technical support model.

Level 1 support

Your first point of contact:

• Triage and issue validation
• Initial technical investigation
• Guidance and troubleshooting
• Resolution where possible

Level 2 support

Escalated cases are handled by experienced product specialists with deeper technical expertise.

As investigations progress, tickets may move between engineers to ensure the right skillset is applied at the right time.

Our approach is collaborative, transparent, and focused on resolution.

What does ITRS Support cover?

We support all queries relating directly to ITRS products and services, including:

• Installation guidance
• Assistance setting up new monitoring
• Advice on configuration changes
• Performance tuning and best practice
• Enhancement requests
• Investigation of suspected defects
• Documentation clarification and improvement suggestions

We expect users to have a working level of technical knowledge of:

• The operating systems hosting ITRS software
• The relevant ITRS product(s)

This helps us work efficiently together and accelerate resolution.

What falls outside our scope?

To keep our service focused and effective, certain areas fall outside standard support scope:

• Troubleshooting non-ITRS software (operating systems, third-party tools, custom scripts)
• Hardware support
• Third-party components (we will typically refer you to the relevant vendor)
• Large-scale reconfiguration or greenfield deployments (normally handled by Professional Services)
• Custom client-written code or scripts
• Scripts provided under the ITRS MIT license
• Product usage outside documented standards

While many of our engineers have broad technical expertise (sysadmins, DBAs, market data specialists, dashboard experts), our primary responsibility is supporting ITRS products.

That said, where appropriate and capacity allows, we may offer guidance on a best endeavours basis to help you progress - particularly where an issue interacts with ITRS software. Any such assistance is advisory and remains outside the formal scope of product support.