Support Packages


BasicStandardAdvancedEnterprise

Included
$100/month or $1000/year
$300/month or $3000/year
Contact Us

Full access to online documentationIncludes Basic package
Includes Standard package
Custom SLA agreement 
Number of Requests

Up to 3 requests per month

Up to 10 requests per month Up to 30 requests per monthUnlimited number of requests per month
Support ChannelsSupport via emailChat & email support

Chat & email support,

most experienced support agents

Chat & email support,

most experienced support agents

Support Hours9am - 5pm GMT8am - 4pm or 10am - 6pm GMT8am - 8pm GMT

Custom hours, up to 24 / 7 support

Points of contacts1 person from your organization1 person from your organizationup to 2 persons from your organizationup to 3 persons from your organization
Initial Response Times during support hours (support email)

L1: Production Application Down

4 hrs2 hrs1 hr1 hr

L2: Serious Degradation

8 hrs4 hrs3 hrs2 hrs

L3: Moderate Impact

1 Business Day

up to 1 Business Day 

up to 12 hrs 

8 hrs

L4: Limited Impact

2 Business Days

up to 2 Business Days

up to 1 Business day 

24 hrs

Chat support initial response time

(during support hours)

-up to 2 hrsup to 1 hrup to 30 min
Assistance with installation and initial configuration-

One time, 1 hr online screen sharing session

up to 2 hrs online screen sharing session

up to 2 hrs online screen sharing session

Dedicated Support-


Dedicated Customer Success Manager

Dedicated Customer Success Manager



Support Portal with tracking of ticket statusSupport Portal with tracking of ticket status
Branding package

Logo & basic styles customization

Logo & basic styles customization

Troubleshooting

Up to 4 hours of screen sharing for troubleshooting per year (annual billing only) with a possibility to buy additional 4 hrs blocks

Up to 12 hours of screen sharing for troubleshooting per year (annual billing only) with a possibility to buy additional 4 hrs blocks (3 per month max)
Extras


Special on-boarding procedure




Priority feature requests




Priority bug fixing




Assistance with upgrades




Assistance with Single Sign-On Setup




Escalation management





 

Support Includes

  • Incident Support - Identifying and troubleshooting problems in the system
  • Root cause analysis
  • Assistance with issues during installation
  • Assistance with issues during upgrades
  • Identifying and creating needed bug reports
  • Guidance around implementation and configuration

Support Does Not Include

  • Customers without a valid maintenance agreement
  • End of Life, Beta, Release Candidate or Development releases
  • Development questions or requests. 
  • Third-party application integrations using REST API.
  • Product training
  • Support in languages other than English
  • Professional Services 
    • System & Performance tuning
    • Deployment & Capacity Planning
    • Software Customization & Custom Functionality

Definition of Impact Levels

Impact LevelDefinition
Level 1Production application down or major malfunction affecting business and high number of staff
Level 2Serious degradation of application performance or functionality
Level 3Application issue that has a moderate impact to the business
Level 4Issue or question with limited business impact

Fixing Bugs

  • Reliex Support will help with workarounds and bug reporting
  • Critical bugs will generally be fixed in the next maintenance release
  • Non critical bugs will be scheduled according to a variety of considerations

Critical priority is defined as: "production application down or major malfunction causing business revenue loss or high numbers of staff unable to perform their normal functions." This includes security issues.

Hours of Availability - Weekend coverage can only be part of Enterprise support package. Weekend starts at 8:01 PM UTC +0 on Friday until 8 AM UTC +0 on Monday.