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.
| 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 |
24 x 7 (Round the Clock) |
| Sandbox instance |
No |
Included* |
| Non-Business Hour Support |
Pay-per-incident* |
Included |
| On-demand Product Training |
Charged based on no. of hours |
Unlimited |
| Administrative Support |
Limited to 2 administrators |
Unlimited |
|
Response Time |
Severity 1 |
First Response within 30 minutes of initial contact |
|
Severity 2 |
First Response within 60 minutes of initial contact |
|
|
Severity 3 |
First Response within 2 hours of initial contact |
|
|
Severity 4 |
First Response within 4 hours of initial contact |
| Phone Support |
Yes |
Yes |
| Email Support |
Yes |
Yes |
| Chat Support |
Yes |
Yes |
| Help Center |
Yes |
Yes |
| Community |
Yes |
Yes |
| Online Request |
Yes |
Yes |
| Updates on Product Releases |
Subscribe to What’s new site |
In-product message published |
| Bulk data imports |
Pay-per-incident* |
Unlimited |
| Root Cause Analysis Report for Business Critical Issues (Severity 1) |
No |
Yes |
|
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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.
*Under Premium Plus offering a Sandbox instance will be offered upon request.
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.
| Priority | Definition | Description |
| Severity Level 1 | Critical
Critical Business Impact |
All Productive Activity Stopped: Customer is unable to access or use Replicon applications. |
| Severity Level 2 | Major
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 3 | Moderate
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 4 | Minor
Minimal Business Impact |
General Questions Questions related to product behavior, functionality and FAQ’s. |
| Standard | Premium 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) |
| support@replicon.com | premiumsupport@replicon.com | |
| Chat | https://www.replicon.com/customerzone/contact-support/ and select Live Chat from our website |
|
| Community | community.replicon.com | |
| Online Request | https://www.replicon.com/customerzone/contact-support/ | |
| Service Feature | Description |
| 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. |
| Bulk data imports | Data imports enables to bulk add, modify or delete data into Replicon application through an Excel/Comma separated value file (.csv). Our product experts will work closely through-out the import process. |
| 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. |
| On-demand Product Training | It’s an online training program delivered by our Product experts which enables you to know more about the Replicon product features & its best practices. |
| Administrative Support | Support which involves performing system level changes to manage your Replicon setup |
| Root Cause Analysis Report |
A report identifying the event(s) cause, steps taken to resolve and action plan to avoid future occurrence. 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. |
| Sandbox | An instance which is a clone of a production instance, which can be used for training or testing purpose. |
