Our support function ensures that the Service is operating effectively and that any customer identified incidents and problems are resolved in a timely manner.
Support includes access to RecordPoint support portal which allows our customers to log and track service incidents, and provides access to RecordPoint online resources.
Support tickets are automatically escalated based upon the age of the incident and the severity.
Our support team is divided into three major support zones (North America, Europe and Asia Pacific), each with a dedicated phone number. Out-of-hours support is also available by prior arrangement.
The following sections outline the support process and tools used to provide support, as well as service levels and support hours.
Support request logging is provided via web support portal, email and telephone.
The fastest method to get a response and a Support Engineer working on your problem is using the RecordPoint support portal. Regardless of whether incidents are logged by web, email or telephone, they are managed using the customer support portal and this will be the place where progress on support calls is reported and managed.
|Severity Level||Severity Name||Description|
|Level 1||Urgent||Renders the service inoperable or immediately stops or significantly limits the ability of all users to use the service|
|Level 2||High||Significantly degrades the performance of the service or significantly impacts over 50% of users from adequately performing business activities|
Minimal performance degradation
Incorrect service behaviour and minor impact
General requests for advice
Clarification on service documentation or release notes
Service enhancement request
Does not fit into any of the other categories
|Severity Level||Response time in Standard Service Hours||Response time outside Standard Service Hours|
|Level 1||4 hours||Within 4 hours of the commencement of the following business day.|
|1 business day||By close of business the day after the following business day.|
|Level 4||2 business days||By close of business two days after the following business day.|
Out of hours on-call support is available by prior arrangement. The decision to invoke out of hours’ support may be made by the primary customer contact only and will be charged according to the relevant schedule of the Customer Agreement.
Upon receiving each incident request for an incident identified by the customer related to the Service, a RecordPoint Support Engineer is assigned to proceed with incident diagnosis and troubleshooting according to the standard support process.
For all incidents that are detected by RecordPoint as part of the Service, a RecordPoint Support Engineer:
RecordPoint notifies the customer of incidents and the status of Service Requests according to the Notification Matrix, which defines the following elements of the required notification:
RecordPoint will support the Service in conjunction with the Service Levels defined in the Customer Agreement document.