Support, delivery & SLA

Severity & response

Defined by what is at risk

Severity	Definition	Response	Channel
SEV-1	Liberty, life-safety or count at risk Release gate, sentence calculation, formal count, eMAR or duress alerting impaired	15 min acknowledge · continuous work · named incident commander	24×7 hotline + pager
SEV-2	Core operations degraded Movements, visits, clinical queue, trust ledger or ICJS exchange impaired	1 h acknowledge · 8 h workaround target	24×7 hotline
SEV-3	Function fault with workaround Reports, exports, non-blocking screen defects	Next business day · fix in scheduled release	Portal + email
SEV-4	Question, change or enhancement Configuration guidance, rule-pack drafting, training requests	3 business days · roadmap review monthly	Portal

Degraded-mode support is part of SEV-1 handling: the on-call engineer joins the facility's declared degraded-mode bridge, and reconciliation is verified jointly before the incident closes.

Delivery model

Safety-gated phases, not a big-bang cutover

0–6 M

FOUNDATION

Identity · tenancy · policy · audit · integration · edge

6–12 M

LAWFUL + SAFE CUSTODY

Admission · legal · count · movement · incidents

12–18 M

CARE + WORKFORCE

Clinical EHR · eMAR · occupational health · fatigue · staff app

18–24+ M

REHAB + OUTCOMES

Programmes · reentry · self-service · research

Every phase gate

Legal validationSafety evidencePrivacy assessmentRepresentative UATDowntime drillAdoption baseline

Sequence by risk and operating readiness — not by the most impressive demo. If a gate fails, the phase does not ship.

Enablement

Change failure is the most common failure

METHOD

Co-design with officers

Wing staff, clinicians, legal officers and residents-by-proxy shape the workflows before build. Double entry and workarounds are treated as defects.

TRAINING

Role-based training

Command, unit officer, clinician, legal officer, accounts, stores and kiosk-support tracks — rostered against relief so training never creates a staffing gap.

DRILLS

Downtime drills

Tabletop plus live failover each quarter, including a night scenario with an urgent release. Findings become versioned change-sets with owners.

ASSURANCE

Adoption evidence

We baseline before go-live and report adoption, workload and error rates after — including where the system made work harder.

CONFIGURATION

Rule-pack service

Legal configuration drafted with your counsel: statutory tests, effective dates, scenario suites and rollback points for every change.

DOCS

Documentation & runbooks

Screen, API and KPI registers; integration runbooks; degraded-mode cards for every unit; and an evidence-export guide for court and audit.

Service posture

What we commit to

99.9%

platform availability target, measured monthly excluding declared maintenance (For Axxonet Cloud Hosted Instances)

60 min

SEV-1 acknowledgement, 24×7, with a named engineer on the bridge

38/38

facility edge nodes healthy in the reference deployment — offline continuity always on

unresolved reconciliation conflicts across offline events to date

Common questions

Support FAQ

Can XReform run alongside e-Prisons and existing state systems?

Yes. XReform exchanges signed, schema-validated envelopes with ICJS pillars — eCourts, CCTNS, e-Prosecution and e-Forensics — and can operate as the operational layer above a national record system. Identities are matched, never auto-merged: mismatches land in a human repair queue.

What happens if the network fails during a count or medication round?

The facility declares degraded mode with a named commander. Counts continue on signed unit sheets, eMAR continues on the edge node, and release requires live authority verification by phone protocol with two-person sign-off. On restore, events reconcile conflict-aware and the outage is reviewed as an operational event with a chronology.

Who can see clinical and psychological information?

Only the treating team, within the clinical or occupational-health zone. Custody and command receive approved operational instructions and review dates. Staff screening returns four values to management — fit, fit with restriction, temporarily unfit, review date. Cross-zone requests are denied and the denial is audited.

Do you support Indian languages and accessibility requirements?

Eighteen languages ship, including eleven Indian languages plus Urdu and Arabic with full RTL layout. Forms cannot publish for a cohort whose language validation is incomplete — a rights notice that cannot be read is not a rights notice. Text scaling, high-contrast mode and audio assistance are built into the kiosk and staff surfaces.

How is the platform licensed and deployed?

Per-facility or per-tenant subscription with module plans, deployable on sovereign cloud, private cloud or on-premise with facility edge nodes. Public-facing surfaces (family portal, e-store) deploy to edge hosting. Configuration, rule packs and language packs are included in the subscription; bespoke integrations are scoped separately.

Can we export our data and audit trail?

Yes — data portability is contractual, not a favour. Evidence packages export with a signed hash manifest for independent verification, and full-tenant extracts are available in documented formats. Exports require audit-role dual approval and are themselves audited.

Custody never closes. Neither does support.