REPLICON
 
 

What is Replicon Support?

Replicon Support is dedicated to helping our customers maximize the business benefits of Replicon’s solutions. To serve you in the most optimal way possible, we provide a range of support offerings. With each offering, you will receive direct, multi-channel access to responsive, expert-level support resources.

Customer Support Scope: Replicon Support is available 24 hours a day, 7 days a week, depending upon your selected support offerings.

All our support offerings include

  • Direct access via phone, email, chat, online requests, and customerzone
  • Self-serve access to customerzone
  • Replicon application maintenance
  • Real-time system monitoring
  • Access to product release notes

Our team can help you with

  • Learning about Replicon functionality
  • Setting up the system for your users
  • Troubleshooting problems
  • Diagnosing and fixing product issues
  • Keeping up to date on the product releases notes and bug fixes

As mentioned above, our offerings include access to our online customer zone and community, which are actively enhanced and enriched with new contents. We strongly encourage you to access these resources as you may find solutions to your questions readily available online, even before reporting them to Replicon.

Support Offerings

The table below provides details of Replicon’s support Offerings

Standard
(Included with product purchase)
Premium Plus
Overview

Access to Support and online help center

Access to Support, online help center and expert guidance

24 x 7 Support

No

Yes

Business Support Hours

8 am to 5 pm – Monday to Friday
Local time*

24 x 7 (Round the Clock)

Response Time

Severity 1

First Response within 
4 hours of initial contact*

First Response within 
30 minutes of initial contact

Severity 2

First Response within 
8 hours of initial contact*

First Response within 
60 minutes of initial contact

Severity 3

First Response within 
2 business days of initial contact*

First Response within 
2 hours of initial contact

Severity 4

First Response within 
4 business days of initial contact*

First Response within 
4 hours of initial contact

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* Local time is referred to the timezone where your company is based (Company’s billing address in Replicon records) . The Local support hours are between 8am to 5 pm local time – Monday to Friday (Including holidays).

* Response time (First Response) is applicable only during Business Support hours. Any requests submitted during Non-Business Support hours, the above mentioned time frame (First response) will not be applicable. The response time will only be applicable from the start of next business day/hour.

General Policies: In general terms, we will support your use and operation of the software by providing you technical assistance as required, subject to the terms and conditions as outlined in this document. The support offering commences on the effective start of production, also called the “Go Live Date” as described in the Statement of Work or application License Agreement, and will continue as long as the appropriate support and maintenance agreement is in place.

FAQ's

Q: How will Replicon Support Offering impact existing customers?

A: The Replicon Support Offering will come into effect only in your next contract renewal, till then you will get the regular support that you're receiving. For more details reach out to your Replicon Sales Representative or Account Manager.

Q: What are Replicon Support Business Hours?

A: Replicon Support is available 24 hours a day, 7 days a week, depending upon your selected support offerings.

Q: How do I contact Replicon Support?

A: Please refer to http://www.replicon.com/contact-support

Q: How could we enroll to the Premium Plus Support Offering?

A: Please reach out to your Replicon Sales Representative or Account Manager.

Q: What are the Replicon Support Severity Level Definitions ?

A: Detailing on each Support Severity level is included below

Severity Defined

Replicon Support prioritizes cases using one of four severity levels. The severity is based on the issue’s impact to your organization in using our Replicon application.

PriorityDefinitionDescription
Severity Level 1Critical

Critical Business Impact

All Productive Activity Stopped: Customer is unable to access or use Replicon applications.

Severity Level 2Major

Substantial Business Impact

All Productive Activity Stopped: Major Feature Failure or Performance Degradation.
Some Replicon functionality does not work properly while other areas of the product are not impacted. Product behavior has created a significant negative impact on the customer’s productivity.

Severity Level 3Moderate

Some Business Impact

Core Services Degraded: Short-term Work-around Identified or Minor feature failure.
Some Replicon functionality is not working properly, however an alternate solution is available. Product behavior yields minimal loss of operational functionality.

Severity Level 4Minor

Minimal Business Impact

General Questions
Questions related to product behavior, functionality and FAQ’s.

Contacting Us

Replicon Support is available via phone, email, chat, or the community, as outlined below. You can also submit a request online.

StandardPremium Plus
Phone
(Toll-Free)

Direct 650-286-9200
North America 1-877-862-2519
Australia 1800-223-198
Other Countries +800-8622-5192
(ext. 2 - option 1)

Direct 650-286-9200
North America 1-877-862-2519
Australia 1800-223-198
Other Countries +800-8622-5192
(Ext. 2 - Option 2)

Email

support@replicon.com

premiumsupport@replicon.com

Chat

www.replicon.com/contact-support
and select Live Chat from side menu

Community

community.replicon.com

Online Request

www.replicon.com/contact-support

Expert Solution
(Hotline)

Please contact your Replicon Account Manager

Support Definitions

The table describes the service features of support offering in detail

Service FeatureDescription
Phone Support

A medium of customer service that allows customers to communicate in real time with Support via a phone call.

Email Support

A medium of customer service that allows customers to communicate with Support through email.

Chat Support

A medium of customer service that allows customers to communicate in real time with Support through chat messenger/plug-in.

Online Help Center

A web-based, self-serve tool offering information about setting up the product, features and functionality, frequently asked question, and product solutions.

Community

A web-based portal for customers to share product feedback, suggestions, and solutions.

Online Request

A web-based tool used to log an issue requiring assistance from Support.

Expert Solution

A group of Replicon experts who can offer accelerated resolution for customer issues.

Updates on
Product Releases

Access to newly introduced product enhancements and important product fixes updates.

Designated
Customer Success
Manager

A Replicon representative who manages the strategic relationship with our customers. Serve as the primary point of contact, understands the customer’s business objectives, and coordinates internal company resources to ensure customer satisfaction with Replicon solutions and services.

On-site Planning/
Support

An engagement where a Replicon representative provides assistance in person at the customer's work location. Used at the discretion of Replicon when an issue cannot be fixed remotely despite all possible efforts.

Enhanced SLO for Initial Response Time

An additional Service Level Objective which offers an initial response within a shorter time frame.

Diagnosis

When an inquiry is received by a Support specialist our goal is to determine the cause of the problem, suggest a workaround, fix the issue or escalate to the appropriate resource(s). Inquiries diagnosed to be caused by product defects will be escalated to Replicon’s product development group for resolution in a future service pack or release. Inquiries diagnosed to be caused by customization defects will be escalated to Replicon Professional Services team for immediate resolution.

Root Cause
Analysis Report

A report identifying the event(s) cause, revealing the problems and solving them. Analysis is done after an event(s) has occurred.

Pay-Per-Incident

Replicon shall provide “pay-per-incident” support to the customers on occurrence of any issue impacting the usage of Replicon application and a fee is applicable for ‘pay-per-incident”. An incident is referred to a single issue and effort taken to resolve it.