Title V · Ongoing IT support
Keeping a title in print
Software goes out of date on its own: operating systems move, certificates lapse, libraries are patched. Support is the patient business of keeping everything legible.
What the arrangement covers
Operating-system and framework updates, tested before your users meet them. Security patches, certificate renewals and periodic reviews of who has access to what. Monitoring for downtime and errors, read by a person. An agreed allowance of small corrections each month, so that minor changes don't each become a project.
Hours of correspondence
Requests can be sent through the support form, by email or by telephone. Each receives a reference number for follow-up. Response targets are agreed in writing with each customer; we don't publish a single promise that might not suit your situation.
Errata are not embarrassments. Unread errata are.
Inherited manuscripts
Much of our support work begins when the original author has moved on. We first establish what runs where, who holds which keys, what is out of date and what is genuinely at risk, and report it plainly with priorities.
Leaving the house
If you move to another provider, we hand over credentials, documentation and a summary of open issues in an orderly way.
Classify an erratum
Choose the description closest to your problem. The guide suggests how to report it. Contracted customers should follow the response terms in their agreement.
Treat as urgent
The site or app is down for everyone, payments are failing, or you suspect personal data has been exposed. Send a support request marked urgent, then telephone during office hours. If data may be involved, note what you saw and when; your organisation may have a duty to report it.
Treat as high
A single feature fails for some or all users and there is no reasonable workaround. Send a support request the same day with the steps that lead to the fault, the device and browser, and a screenshot.
Treat as routine
A layout fault, a typing error, an odd message — irritating but not stopping anyone. Send a support request when convenient; a screenshot and a page address save a great deal of correspondence.
A revision, not an erratum
New wording, a new field, a different flow. Describe the change and the reason for it; if it falls within your support allowance we schedule it, and if not we quote first.