Support
Get the support you need from us.
Hypercare & Beyond
Every go-live is supported by a dedicated hypercare phase. During this time, our team is embedded with yours to provide direct assistance, quick resolution of issues, and reassurance to your end users. Once hypercare ends, we guide you into steady post go-live support where monitoring, proactive updates, and continuous improvement become the focus. The transition is smooth and ensures no loss of momentum.
Channels of Support
Direct email access
Jira Service Management customer portal
Option to integrate with your own Jira portal
Enterprise Support
For clients requiring additional attention, we offer Enterprise Support. This includes extended hours of coverage, faster escalation, enhanced monitoring, and scheduled reviews. Enterprise Support ensures your system runs at peak performance while aligning closely with your business priorities.
Development & Release Approach
Our product development process follows a disciplined lifecycle.
This structure balances responsiveness with stability, keeping systems reliable while evolving continuously.
1
Monthly sprint cycles allow us to deliver regular enhancements and fixes.
2
A dedicated hot-fix branch handles critical issues without disrupting sprint work.
3
All work passes through layered testing, starting in development environments, moving to QA, and then only into production once validated.
4
Release notes accompany every version so you have full visibility into updates.
Security & Compliance
Your data is always secure. We comply with industry data privacy and protection standards, conduct penetration tests regularly, and ensure both infrastructure and applications remain hardened against threats.
At Twenty5, we see support as an extension of our partnership with you. Our goal is to ensure uptime, stability, and confidence at every stage of your journey. We provide coverage 24 / 7 / 365 for critical issues and make sure our teams are available when you need them most.
Our Software Delivery Life-Cycle
4. Customer Testing
At the end of each month the completed scope items are deployed to the customer's development and QA system, tested against the customer's specific configuration.
1. Design
Roadmap priorities and client enhancement requests are designed prior to each monthly deployment cycle by our product management team.
3. Internal Testing
Each scope item is internally tested by our consulting or support team, and sent back for rework if required.
2. Development
Our development team works in agile sprint cycles using JIRA to code and unit test development items in each monthly cycle.