This is an example written for a fictional company. It shows the format and the level of detail of a monthly support report. It does not describe a real client or a real system.
The page on how we support your system explains the practice behind the report.
- Client: Example Logistics Ltd (fictional)
- System: order management system and its customer portal
- Period: 1 to 30 September 2026
- Report date: 2 October 2026
Summary
A quiet month. The system was available throughout working hours apart from one 25-minute interruption on 14 September, caused by an expired certificate on the link to the carrier’s booking service. We renewed it the same morning and added an alert that warns 30 days before any certificate expires. Two releases went out with seven fixes and two small changes. The decision needed from you this month is the date for moving the customer portal from .NET 8, which reaches the end of its support on 10 November 2026.
Faults
| Ref. | Reported | Severity | What happened | Response within the agreed time | Status |
|---|---|---|---|---|---|
| F-118 | 3 Sep, by monitoring | Minor | Delivery notes for two customers showed the wrong depot address. | Yes | Fixed, released 10 Sep |
| F-119 | 14 Sep, by phone | Critical | Orders could not be booked with the carrier for 25 minutes. An expired certificate on the connection. | Yes | Fixed the same morning |
| F-120 | 17 Sep, by email | Major | The month-end stock report timed out. A slow query after the product table passed 400,000 rows. | Yes | Fixed, released 24 Sep |
| F-121 | 22 Sep, by email | Minor | A misleading error message when a postcode is entered in lower case. | Yes | Fixed, released 24 Sep |
| F-122 | 29 Sep, by monitoring | Minor | Occasional duplicate emails confirming the same order. | Yes | Cause found, fix in the October release |
Two of the five faults were found by our monitoring before anyone reported them. F-119 was the only one that stopped work.
Releases
| Date | What changed |
|---|---|
| 10 September | Fix for F-118. Customer portal: invoices can be downloaded as PDF (request R-044). Library updates, including two security fixes. |
| 24 September | Fixes for F-120 and F-121. A new index on the product table. Order search filters by depot (request R-047). |
Both releases passed the nightly automated tests and were checked on the release-candidate copy before going live. Neither needed to be reversed.
Monitoring
- Availability in working hours: 99.9%. The one interruption is F-119 above.
- Errors: 214 errors were recorded, down from 380 in August. 160 of them came from one fault, F-122.
- Speed: the slowest page, month-end stock, fell from 41 seconds to 3 seconds after the fix for F-120. All other pages averaged under one second.
- Backups: a backup was restored to the test server on 21 September. It was complete, and the restore took 38 minutes.
- Database: 46 GB, growing by about 1 GB a month. The server has room for at least two more years at that rate.
Risks and upcoming dates
| Item | Date | What we recommend |
|---|---|---|
| .NET 8, used by the customer portal | Support ends 10 November 2026 | Move the portal to .NET 10, supported until 14 November 2028. About 4 days, including testing. Needs a date from you. |
| Windows Server 2016 on the reporting server | Support ends 12 January 2027 | Move the reports to the main server, which runs Windows Server 2022, and retire the old machine. About 3 days. |
| SQL Server 2017 | Support ends 12 October 2027 | No action yet. Plan the upgrade for the first half of 2027. |
| The carrier’s booking service | Its old interface closes in March 2027 | We have asked the carrier for the new specification. |
Requests
- Done: R-044 (invoices as PDF) and R-047 (filter orders by depot).
- In progress: R-049, a weekly email of unpaid invoices for the finance team. Planned for the October release.
- Waiting for you: R-050, changes to the returns form. We need the new wording from the customer service team.
Recommendations for next month
- Agree a date in October for moving the customer portal to .NET 10.
- Approve the move of the reports off the Windows Server 2016 machine.
- Review who still needs administrator access to the system. Three accounts have not been used for 90 days.