Support & Resources
Everything you need to know about working with Emberline, from onboarding through production.
Response Expectations
We respond to inquiries within 1-2 business days. Critical issues during business hours (9am-6pm GMT) receive priority response.
Documentation
Every project includes detailed documentation: system architecture, runbooks, deployment procedures, and knowledge transfer sessions.
Project Handoff
Project completion includes ownership-ready systems, team training, and 30-day post-launch support for production stabilization.
Onboarding Process
Week 1: Discovery & Planning
We dive deep into your current state, business requirements, technical constraints, and success criteria. Output: Clear project scope and technical approach.
Week 2: Architecture & Kickoff
We present detailed architecture, establish communication cadence, set up version control and collaboration tools, and begin implementation.
Ongoing: Regular Standups & Reviews
Twice-weekly technical standups, biweekly business reviews, and continuous feedback loops keep the project aligned with your needs.
End of Project: Training & Handoff
Comprehensive documentation, hands-on team training, knowledge transfer sessions, and 30-day support period to ensure your team owns the system.
Incident Priority Definitions
Critical / Production Down
Production system is down, data integrity is compromised, or a compliance violation is occurring. Response within 2 hours during business hours.
High / Significant Degradation
System is operational but experiencing significant performance degradation or partial functionality loss. Response within 8 business hours.
Medium / Minor Issues
System functions but with minor issues that don't impact core operations. Response within 2-3 business days.
Low / Feature Requests
Enhancement requests, documentation questions, or minor feature additions. Response within 1 week.
Documentation & Handoff
Every project includes comprehensive documentation designed for your team to own and maintain the system independently:
📐 Architecture & Design
System design, data models, integration points, and technology choices with justifications.
🚀 Deployment & Operations
Step-by-step deployment procedures, scaling guidelines, and operational runbooks.
🔧 Maintenance & Monitoring
Monitoring setup, alerting thresholds, common issues, and troubleshooting procedures.
📚 Code & Configuration
Well-commented source code, configuration examples, and dependency management.
Get Help
Frequently Asked Questions
Check our FAQ for answers to common questions about services, pricing, timelines, and how we work.
Visit FAQ →Contact Us
For support requests, urgent issues, or questions not covered in our FAQ, reach out directly to our team.
Contact support →Post-Launch Support
Your project doesn't end at launch. We provide 30-day post-launch support to help your team stabilize production, address any issues, and gain confidence in the system.