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.

In this document we introduce our support offerings, policies and guidelines and outline our commitment to providing high-quality software support so that you can focus on your business!.

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 to Replicon support via phone, email, chat, online request and community
  • Self-serve access to our online customer zone
  • 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
( Your Local time* )

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

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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.

FAQs
Frequently Asked Questions
  • How will Replicon Support Offering impact existing customers?
    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.
  • How do I contact Replicon Support?
  • What are Replicon Support Business Hours?
    Replicon Support is available 24 hours a day, 7 days a week, depending upon your selected support offerings.
  • What are the Replicon Support Severity Level Definitions ?
    Detailing on each Support Severity level is included below
  • How could we enroll to the Premium Plus Support Offering?
    Please reach out to your Replicon Sales Representative or Account Manager.

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)
Emailsupport@replicon.compremiumsupport@replicon.com
Chathttps://www.replicon.com/customerzone/contact-support/
and select Live Chat from our website
Communitycommunity.replicon.com
Online Requesthttps://www.replicon.com/customerzone/contact-support/

Support Definitions

The table describes the service features of support offering in detail

Service FeatureDescription
Phone SupportA medium of customer service that allows customers to communicate in real time with Support via a phone call.
Email SupportA medium of customer service that allows customers to communicate with Support through email.
Chat SupportA medium of customer service that allows customers to communicate in real time with Support through chat messenger/plug-in.
Online Help CenterA web-based, self-serve tool offering information about setting up the product, features and functionality, frequently asked question, and product solutions.
CommunityA web-based portal for customers to share product feedback, suggestions, and solutions.
Online RequestA web-based tool used to log an issue requiring assistance from Support.
Expert SolutionA 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 importsData 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.
DiagnosisWhen 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 TrainingIt’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 SupportSupport 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-IncidentReplicon 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.
SandboxAn instance which is a clone of a production instance, which can be used for training or testing purpose.