Support availability and response times¶
Dropsolid keeps your Digital Experience Platform stable and secure. This page explains when support is available, how we prioritise requests, and the response times you can expect.
When support is available¶
We split support into two tracks, because they're handled very differently.
Hosting and uptime — monitored 24/7. For sites hosted on the Dropsolid Experience Cloud platform, the infrastructure is monitored around the clock. If there's an infrastructure outage (hardware, network), our automated monitoring alerts our on-call service and we respond — often before you notice. You don't need to call us for this. Note: proactive monitoring does not apply to sites hosted outside the Dropsolid platform.
Platform questions, how-tos, and bugs — during business hours. Questions about how the platform behaves, configuration help, and bug reports are handled during business hours: Monday to Friday, 09:00–17:00 (CET). Issues raised outside those hours are picked up the next business day.
How to reach us¶
- Log a ticket through the support portal. This is the right channel for all questions, change requests, and non-critical issues.
- Critical issues during business hours: +3293950290. For your security, we verify that the caller is an authorised contact before taking critical action.
Outside business hours¶
- Infrastructure: for sites on the Dropsolid platform, our on-call service is alerted automatically by monitoring if there's an infrastructure outage. You don't need to contact us.
- Application issues: log a ticket through the support portal. It will be picked up the next business day and handled with priority according to its classification.
Planning work outside business hours¶
If you're planning a release or other important work over a weekend or outside business hours, test your setup and confirm you have what you need beforehand. Non-critical issues discovered outside business hours are addressed the next business day.