Support
It is our intent to provide your organization a higher level of service, as representative of the following Rapid Technologies Support benefits:
- 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).
Try It: Log your next support case with us and see the difference.
| Support Offerings | Hours of Operation | Initial Response Goals |
|---|---|---|
| Rapid Technologies Fast-Track Support | Local Business Hours 7am-7pm M-F (Excludes holidays) | S1 = 1 Business Hour S2 = 2 Business Hours S3 = 4 Business Hours S4 = 6 Business Hours |
| Rapid Technologies Continuous Support | Severity 1
24 hours x 7 days (Includes published holidays) Severity 2-4 Local Business Hours 7am-7pm, M-F (Excludes published holidays) | S1 = 1 Clock Hour S2 = 2 Business Hours S3 = 4 Business Hours S4 = 6 Business Hours |
| Severity Level | 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:
|
| S2 | Significant Service or Implementation Impact The business service, major application, or system is seriously affected or implementation stopped. No acceptable workaround is available. |
| S3 | Moderate Service Impact 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. |
| S4 | No Service Impact Non-critical issues, general questions, enhancement requests, or documentation issues |