Contour unavailable
No signals across the universe or the Aegis gateway cannot accept orders.
Restore service, publish status and issue a postmortem within five business days.Support follows the package and the severity of the operating impact.
Availability, feed freshness and incident state are visible in the client’s internal status surface and monthly report.
Targets by package
ClassNova Pulse / ControlDesk TrioFull Stack
Availability target99.90%99.97%99.97%
Support window09:00–18:00 UK, Mon–Fri08:00–20:00 UK, Mon–Fri08:00–20:00 UK + on-call
Sev-1 response4 hours in window2 hours in window60 minutes
Sev-2 response1 business day4 hours in window4 hours
ChannelEmail + portalPortal + SlackPortal + Slack + named owner
ReportingMonthly noteMonthly operations reportMonthly report + quarterly review
Material degradation
One venue drops, feed freshness degrades or a subset of pairs is blocked incorrectly.
Provide a workaround, expose feed state and fix within the agreed window.Request or planned change
Atlas brief question, new connector or asset-universe change.
Enter the package support queue.Operating ownership
See responsibilities →