Elmar Support
Your requests and issues are resolved 24/7.
Our job does not end on go-live day. We stay with you while your system runs and while it changes.
Support tiers
| Criterion | Standard | Corporate | Critical 24/7 |
|---|---|---|---|
| Support hours | Business hours | Business hours + extended | 24/7/365 |
| Channels | Request portal, email | + phone | + priority line |
| First response for critical issues | 4 business hours | 2 hours | 30 minutes |
| First response for high priority | 1 business day | 4 hours | 2 hours |
| Version updates | |||
| Process change support | Monthly hour quota | Extended hour quota | |
| Monitoring and backup checks | |||
| Regular health report | |||
| Dedicated support manager | |||
| On-site support | On request | Periodic visits |
How a support request moves
We run our own support requests on Elmar's process engine — we use the product every day.
- 1
Request
Comes in through the portal, email or phone; a ticket number is issued instantly.
- 2
Triage
Priority is set, the SLA clock starts and the right expert is assigned.
- 3
Resolution
The expert resolves it or offers a workaround; progress is visible on the ticket.
- 4
Closure
Closed with your confirmation; a root-cause report is provided when needed.
Reach us
Support portal
[support.domain.com]
info@elmar.tr
24/7 support line
[7/24 DESTEK HATTI]