Crucible E-RAN: Support

How to reach us

• Email: contact@humanis.ai (monitored 9am–9pm UK time, Monday–Saturday)
• Assessment & sales: crucible.ag → Request an Assessment

Subscription customers receive a dedicated support contact and escalation path as part of onboarding.

What we support

• Crucible E-RAN deployed on the Red Hat OpenShift versions listed on our Red Hat Ecosystem Catalog page
• Installation and upgrades via the provided Helm charts
• Ingest adapters for Nokia, Ericsson, Huawei, and Open RAN counter sources
• World-model calibration and optimization-policy behaviour

Severity levels and response targets

Severity	Definition	First response
S1	Optimization actions suspected of impacting network KPIs	1 business day — guardrail rollback is automatic and immediate; the network never waits on support
S2	E-RAN unavailable or not producing recommendations	2 business days
S3	Degraded functionality, workaround exists	3 business days
S4	Questions, feature requests	5 business days

Note: E-RAN failure modes are non-intrusive by design — if the platform stops, sites remain in their current or default configuration; the network keeps operating normally.

Before contacting support

Please include: OpenShift version, E-RAN chart/app version (helm list -n humanis-eran), the ingest mode and RAN vendor(s), and relevant pod logs (oc logs -n humanis-eran deploy/<component>).