Operations, support and status
How scheduled reporting runs, what the published support window and initial-response target mean, and what OCRS deliberately does not publish about service status.
- Document version
- 1.0
- Last updated
- 2026-09-08
- Document owner
- OWNER INPUT REQUIRED — DOCUMENT GOVERNANCE
- Applies to
- OCRS 2.4.0 (multi-tenant hosted edition)
- Status
- Approved
- Audience
- Provider organizations, State agencies, Procurement teams
- Evidence source
- src/lib/support-policy.ts · src/lib/reporting/deliver.server.ts
Reporting operations
- Recurring reports run on the receiving jurisdiction's configured schedule and time zone, not on a server clock.
- A reporting cycle is identified by jurisdiction, schedule and reporting window, so a retried run reuses the existing cycle instead of delivering a report twice.
- Every delivery attempt is logged with recipients, outcome and timestamp; failures are visible in the delivery log rather than silent.
- Facilities with no submission for a period appear as not reported rather than being omitted, so a recipient sees coverage as well as capacity.
Support
OCRS publishes one support commitment: an initial-response target inside a defined support window. It is a target, not a contractual service level, it is not severity-based, and it is never a resolution, workaround or restoration time. The current window, target and approved channels are published on the Support page and are derived from a single source in the product so they cannot drift.
Service status
OCRS publishes no public service-status page, no monitored-service list and no incident history, because no production monitoring feed has been authorised for public display. Customers are notified of service-affecting events through the published support channels. Release notes are a product change record and are not a status or incident history.