🔒 Restricted · Approved LSP Partners
Senior Engineer Office Hours
Direct, scheduled access to a senior member of the Eleven Software support team — for the escalations, config reviews, and architecture calls that go faster with an expert on the line.
Pick an open slot on the calendar — hours and availability are shown there. You'll get an invite with the meeting link.
When to use it
Good reasons to grab a slot:
- ✓Escalations that need a second expert — you're stuck and want senior eyes before it drags on.
- ✓Config reviews — walk through a setup before you commit it in production.
- ✓Architecture & design questions — how best to deploy or integrate for a site.
- ✓Anything you'd normally wait on a ticket for but would rather work through live.
What to have ready
The more context you bring, the more we get done in the slot:
- ✓Ticket or case reference — the number(s) this relates to, if any.
- ✓A one-line problem statement — what's broken, or what you're deciding.
- ✓What you've already tried and the result.
- ✓Environment details — site/property, device or gateway model, ElevenOS version, error messages or logs.
- ✓Screenshots or config exports where relevant.
⚠ What Office Hours are not
- Not for emergencies or active outages. For urgent or production-down issues, use your normal escalation path and open a ticket — don't wait for a slot.
- Not a replacement for tickets. Anything that needs tracking or a formal fix still needs a ticket; we may open or reference one during the session.
- Not for end customers. Office Hours are for LSP partner staff only.
Trouble reaching the booking page, or think you should have access and don't? Contact support@elevensoftware.com.