Dedicated senior engineers delivering world-class support
Raptek support team is comprised of trained, experienced professionals with deep product knowledge and real-world experience.
The goal of our technical support is to provide a high level of service to help your team resolve issues as quickly as possible.
Log your next support case with us and see the difference.
Initial Response Goals:
S1 = 1 Business Hour
S2 = 2 Business Hours
S3 = 4 Business Hours
S4 = 6 Business Hours
Local Business Hours 7:00 am –7:00 pm
M–F (Excludes holidays)
Continuous Support
S1 = 1 Clock Hour
S2 = 2 Business Hours
S3 = 4 Business Hours
S4 = 6 Business Hours
Severity 1:
24 hours x 7 days
(Includes public holidays)
Severity 2–4:
Local Business Hours 7:00 am – 7:00 pm
M-F (Excludes public holidays)
The 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:
The business service, major application, or system is seriously affected or implementation stopped. No acceptable workaround is available.
The business service, major application, or system is moderately impacted, no data has been lost, and the business service, application, or system is still functioning. The issue may be temporarily circumvented using an available workaround.
Noncritical issues, general questions, enhancement requests, or documentation issues.