Support policies

Before requesting support

• Use the approved Helpdesk or account route and provide the affected user, service, impact, timing and error details.
• Do not send passwords, MFA codes, recovery codes, private keys or unnecessary sensitive content.
• For a suspected security incident, lost device or compromised account, use the urgent route defined for the client.

Identity and authority

DeskBridge verifies the requester and checks their authority before access changes, data disclosure, recovery or other high-risk work. A manager’s title alone does not override the client’s approved contacts, role model or separation of duties.

Prioritisation

Targets and support hours are those in the signed service agreement. A priority label on this page is not a universal response or restoration guarantee.

• Critical: a severe security event or widespread loss of an essential contracted service.
• High: major business impact affecting several users or a time-sensitive control.
• Normal: a user issue, request or supported change with a practical workaround or limited impact.
• Planned: onboarding, configuration, access review, project work or a change requiring scheduling.

Changes and risky requests

Support will record material changes, approvals, actions and outcomes. DeskBridge may refuse, pause or re-scope work that is unsafe, unlawful, outside scope, unsupported, inadequately authorised or likely to expose another tenant. Emergency protective action follows the applicable security and incident process.

Client responsibilities

• Keep authorised-contact and user records current.
• Report joiners, movers, leavers, lost devices and suspected compromise promptly.
• Maintain licences, third-party authority and client-managed dependencies included in the service design.
• Test the result when requested and tell us promptly if the issue remains.

Closure, evidence and escalation

A request may be closed when the agreed action is complete, evidence is recorded and the result is communicated, or when required information is not supplied after reasonable follow-up. Users may reopen or escalate through the Helpdesk. Security, complaint and contractual escalation routes remain available.

Service boundary

These policies explain the operating approach. The signed client agreement defines coverage, service hours, targets, exclusions, charges and escalation contacts and prevails over this summary.