Priority ticket portal
Raise a ticket through the client portal and it lands directly with the engineer who built your bridge. We triage every request within four business hours, and critical path issues get a named contact within the same day.
Implementation follows a fixed sequence: discovery, bridge design, staged cutover, and verification. Each phase has clear entry criteria so you know what happens next and where delays usually appear.
Support channels and response times
Raise a ticket through the client portal and it lands directly with the engineer who built your bridge. We triage every request within four business hours, and critical path issues get a named contact within the same day.
Each integration has a designated technical owner who knows your mainframe topology and API endpoints. Call or email them when you need context that a ticket cannot carry, like discussing a protocol quirk or planning a maintenance window.
Every quarter we walk through your bridge logs, error rates, and latency trends together. These sessions are not sales calls; they are working meetings where we adjust timeouts, retry policies, and monitoring thresholds before they become incidents.
Standard requests receive a first response within four business hours. For production incidents affecting data flow, we commit to a response within thirty minutes and a workaround or fix plan within one business day.
Most configuration issues are resolved within two business days. Deeper changes, like adding a new endpoint or adjusting data mapping, follow the same change process we use during implementation, so you know what to expect before we start.
Before you reach out, check the FAQ section for answers about bridge maintenance, credential rotation, and what happens when a legacy system changes its interface. If your question is not there, the contact page has the full routing details.
Implementation sequence
We map your mainframe protocols, data formats, and network boundaries. You get a written integration plan with the exact touchpoints and constraints we found.
Our engineers define the API layer, authentication model, and error-handling rules. The design document lists every endpoint, data mapping, and rollback path before any code is written.
We stand up a staging environment that mirrors your production network. This is where protocol translation and session handling are tested against realistic traffic patterns.
Mutual TLS, credential vaulting, and field-level encryption are applied to both sides of the bridge. We run penetration tests and review audit logs before anything touches your live systems.
The bridge goes live behind a feature flag. We route a small percentage of traffic first, monitor latency and error rates, then expand once the metrics stay clean.
Your team receives runbooks, monitoring dashboards, and a training session. Ongoing support covers patch management and protocol updates so the bridge stays current.