SUPPORT

Dedicated senior engineers delivering world-class Support

  • A dedicated senior engineer for ongoing support via phone, web, and email. By having a dedicated engineer assigned, this will enable us to more promptly address your issues as we build our knowledge of your environment.

  • Rapid Technologies Level 1 Support Desk will have direct access to the software manufacturer's support to quickly escalate issues if required. We will be responsible for the ongoing follow-up to ensure that the escalated issue is addressed promptly.

  • The software manufacturer will continue to provide your organization bug fixes, patches or workarounds and new releases or versions, to the extent they are furnished to all other Support customers without additional charge.

  • In addition to having our own development lab, we will utilize Webex or VPN to troubleshoot issues.

  • Provide a more complete service offering to your organization (i.e. not only provide software resell and consulting services, but support services as well).

Log your next support case with us and see the difference.

SUPPORT

SERVICES

SUPPORT LEVELS & HOURS

Initial Response Goals:

S1 = 1 Business Hour
S2 = 2 Business Hours
S3 = 4 Business Hours
S4 = 6 Business Hours

Local Business Hours 7am-7pm
M-F (Excludes holidays)

FAST TRACK support

Initial Response Goals:

S1 = 1 Clock Hour
S2 = 2 Business Hours
S3 = 4 Business Hours
S4 = 6 Business Hours

Severity 1:

24 hours x 7 days

(Includes published holidays)

Severity 2-4:

Local Business Hours 7am-7pm

M-F (Excludes published holidays)

CONTINUOUS support

SEVERITY CRITERIA

S1

Critical Service Impact


Issue critically affects the primary business service, major application, or mission critical system. Customer resources should be available and willing to work on a 24x7 basis with Rapid Technologies to resolve the issue. Characteristics of a Severity 1 issue include:

  • Business service is not operational

  • Production system crashes

  • Data integrity at risk

  • Production backup and recovery operations fail