Replicon Support is a team dedicated to helping our customers maximize our products’ business benefits. We’re committed to providing you with high-quality support so you can focus on your business.
On this page, we introduce our Support offerings, policies, and guidelines. We provide a wide range of Support offerings to meet your unique needs. With each offering, you receive direct, multi-channel access to responsive, expert-level Support resources.
Replicon Support is available up to 24 hours a day, 7 days a week, depending on the offerings you select.
The table below provides details of Replicon’s Support offerings1. To enroll in Premium Plus support, please contact your Sales Representative or Account Manager.
|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, your local time2 Monday to Friday, including holidays||24 x 7 (round the clock)|
|Non-Business Hour Support||Pay-per-incident5||Included|
|On-demand Product Training||Charged based on number of hours||Unlimited|
|Administrative Support||Limited to 2 administrators||Unlimited|
|Updates on Product Releases||Subscribe to Product Updates in the customer community||In-product message published|
|Bulk data imports||Pay-per-incident5||Unlimited|
|Root Cause Analysis Report for Business Critical Issues (Severity 1)||No||Yes|
Replicon Support prioritizes cases using one of four severity levels. The severity is based on the issue’s impact to your organization in using a Replicon application.
|Severity Level 1||Critical Critical Business Impact||All productive activity stopped Customer is unable to access or use Replicon applications.||Within 30 minutes of initial contact|
|Severity Level 2||Major Substantial Business Impact||All productive activity stopped: Major feature failure of 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.||Within 60 minutes of initial contact|
|Severity Level 3||Moderate Some Business Impact||Core services degraded: Short-term workaround 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.||Within 2 hours of initial contact|
|Severity Level 4||Minor Minimal Business Impact||General Questions Questions related to product behavior, functionality and FAQs.||Within 4 hours of initial contact|
5Response 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.
and select Live Chat from our website
|Online Help Center||www.replicon.com/polaris/help/|
The table describes the service features of each Support offering in detail.
|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 a 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.|
|Product Updates||Access to newly introduced product enhancements and product fix updates.|
|Bulk data imports||Enable you to bulk add, modify or delete data into Polaris PSA through an Excel/comma separated value file (.csv). Our product experts will work closely throughout the import process.|
|Diagnosis||A Support specialist’s evaluation of the cause of a problem. Once they’ve made a diagnosis, they’ll suggest a workaround, fix the issue, or escalate it to the appropriate resource(s).|
|Escalation||Inquiries we diagnose as caused by product defects will be escalated to Replicon’s product development group for resolution in a future service pack or release. Inquiries we diagnose as caused by customization defects will be escalated to the Replicon Professional Services team for immediate resolution.|
|On-demand Product Training||An online training program delivered by our product experts that teaches you about the Polaris PSA product’s features and best practices.|
|Administrative Support||Support which involves performing system level changes to manage your Polaris PSA setup.|
|Root Cause & Analysis Report||A report identifying the event’s cause, steps taken to resolve the issue, and an action plan to avoid future occurrence. Analysis is done after an event has occurred.|
|Pay-Per-Incident||Replicon shall provide “pay-per-incident” support to the customers on occurrence of any issue impacting the usage of the Polaris PSA application and a fee is applicable for “pay-per-incident”. An incident is referred to as a single issue that the Support team makes an effort to resolve.|
|Sandbox||An instance which is a clone of a production instance, which can be used for training or testing purpose.|