Support Plans

All customers receive Basic Support when they have a Realeyes account. All plans, including Basic Support, provide 24x7 access to documentation, whitepapers, support forums and business hours* access to customer service.

For access to technical support and additional Support resources you must be on one of our subscription plans.

 

Basic

Standard

Enterprise

Included With

Pay-per-use and Bronze Subscriptions

Silver Subscriptions

Gold Subscriptions

Resources

24x7 access to documentation, whitepapers, and support forums

24x7 access to documentation, whitepapers, and support forums

24x7 access to documentation, whitepapers, and support forums.

Customer Service

Business hours* access to customer service via web form, email and phone

Business hours* access to customer service via web form, email and phone

Business hours* access to customer service via web form, email and phone

Technical Support        

Not included

Business hours* access to Support Associates via web form and email

Business hours* access to Support Engineers via web form, email and phone

Who Can Open Technical Support Tickets        

Not included

Five primary contacts / Unlimited tickets

Unlimited contacts / Five contacts for high and urgent severity and phone / Unlimited tickets

Ticket Severity / Response Times**

Low: < 24 hours

Normal: < 12 hours

Low: < 24 hours

Urgent: < 1 hour

High: < 4 hours

Normal: < 12 hours

Low: < 24 hours

Integration Support        

Not included

General guidance

Consultative review and guidance based on your applications and solutions

* Business hours are defined as 9:00 AM to 5:00 PM in the UK time zone, excluding UK, US holidays and weekends.

** Based on the severity of your inquiry, we will make every reasonable effort to respond to you within these timeframes.

Scope of Customer Service

Our customer service offers support for Realeyes platform on non-technical matters and stands as a first point of contact. Example tasks:

  • Help to order a new project
  • Answer general enquiries about our services or products
  • Help and training for our platform
  • Resolve any account set-up or billing issues
  • Order professional services

Realeyes Customer Service does not include:

  • Technical Support and help as outlined in the scope of technical support section

Scope of Technical Support

Our Technical Support tiers cover development and production issues for Realeyes products and services, along with other key platform components. It covers:

  • "How to" questions about Realeyes services and platform features
  • Best practices to help you successfully integrate with our platform
  • Troubleshooting API and SDK issues
  • Troubleshooting operational or systemic problems with our platform
  • Issues with our Delivery Site, Environment Checker or other tools
  • Problems detected by status monitoring

Realeyes Technical Support does not include:

  • Code development
  • Debugging custom software
  • Performing system administration tasks
  • Performance tuning
  • Design of UX

Support Center

From the Support Center, all customers on an enhanced support level can:

  • Open a ticket online with Support via web support form, email or phone
  • Send us more information by adding additional correspondences to your existing ticket
  • Check on the status of your open tickets
  • Track any telephone or online correspondence between you and our support engineers
  • View the platform status dashboard
  • Jump to other handy resources like the Discussion Forums and the FAQs

Contact Methods

From the Support Center, all customers can open a ticket online or over e-mail. Designated contacts on Enterprise tier Support can call to our Enterprise Support hotline for technical support over the phone.

Ticket Severity and Response Times

Our goal is to provide an appropriate level of urgency to each ticket based on the impact to your business. Opening tickets with the appropriate level of severity will help us get you in touch with the right Support professionals within the target response times.

Severity

Urgent: Your business is significantly impacted. Important functions of the platform are unavailable.

High: Important functions of the platform are impaired or degraded.

Normal: Non-critical functions of the platform are behaving abnormally, or you have a time-sensitive development question.

Low: You have a general development question, or you want to request a feature.

Response Times

Our target response time will vary based on the impact you tell us the issue is having on your business. We will make every reasonable effort to respond to your initial request within the timeframes in the table below during our business hours*.

Area

Urgent

High

Normal

Low

Enterprise

1 hour or less

4 hours or less

12 hours or less

24 hours or less

Standard

 

 

12 hours or less

24 hours or less

Basic

 

 

 

24 hours or less

* Business hours are defined as 9:00 AM to 5:00 PM in the UK time zone, excluding UK, US holidays and weekends.

Priority Ticket Routing

Tickets submitted by Enterprise tier customers are routed directly to specially trained engineers to ensure fast, accurate resolution of critical issues.

Resolved Tickets

After we've responded to your ticket, we work with you to identify and resolve your problem. We consider tickets resolved if:

  • Your problem is fixed.
  • The source of the problem lies with third-party software. (We’ll continue to be a resource as you work with the third party on resolution.)
  • You don't respond to a query or request from us for four (4) consecutive days.

For recurring issues, you can choose to reopen the ticket.

 

*** This support policy is in effect from 18.04.2016 onwards

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