Support Packages
| Basic | Standard | Advanced | Enterprise | |
|---|---|---|---|---|
Included | $100/month or $1000/year | $300/month or $3000/year | Contact Us | |
| Full access to online documentation | Includes 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 month | Unlimited number of requests per month |
| Support Channels | Support via email | Chat & email support | Chat & email support, most experienced support agents | Chat, email and voice support, most experienced support agents |
| Support Hours | 9am - 5pm GMT | 8am - 6pm GMT | 8am - 8pm GMT | Custom hours, up to 24 / 7 support |
| Points of contacts | 1 person from your organization | 1 person from your organization | up to 2 persons from your organization | up to 3 persons from your organization |
| Initial Response Times during support hours (support email) | ||||
L1: Production Application Down | 4 hrs | 2 hrs | 1 hr | 1 hr |
L2: Serious Degradation | 8 hrs | 4 hrs | 3 hrs | 2 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 hrs | up to 1 hr | up 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 status | Support 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 Level | Definition |
|---|---|
| Level 1 | Production application down or major malfunction affecting business and high number of staff |
| Level 2 | Serious degradation of application performance or functionality |
| Level 3 | Application issue that has a moderate impact to the business |
| Level 4 | Issue 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.