Support Center

Dedicated senior engineers delivering world-class support

Support Services

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.

  • You’ll get a dedicated senior engineer for ongoing support via phone, web, and email. By having a dedicated engineer assigned, we’ll be able to more promptly address your issues as we build our knowledge of your environment.
  • 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 with new releases or versions, to the extent they are furnished to all other customers.
  • We deliver a more complete service offering to your organization by not only providing software resell and consulting services, but expert support as well.

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

Contact Support

Support Level & Hours

Fast Track Support

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

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 public holidays)

Severity 2–4:
Local Business Hours 7:00 am – 7:00 pm
M-F (Excludes public holidays)

Severity Criteria

S1 - Critical Service Impact

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:

  • Business service is not operational
  • Production system crashes
  • Data integrity at risk
  • Production backup and recovery operations fail

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

Noncritical issues, general questions, enhancement requests, or documentation issues.