# Support

Modyo's Site Reliability Engineer (SRes) team operates in 24/7 on-call shifts. Each shift includes primary and secondary engineers, with the option of contacting customer-appointed technicians or escalating to internal experts if required.

Support activation is done in the Modyo Support Center (opens new window) using an incident ticket. In cases where the ticket does not receive a timely response, Modyo establishes a personalized escalation protocol with each customer.