REvolution Support Service Plans
Enterprise-level customer support makes REvolution products suitable for professional, commercial and regulated environments. REvolution provides technical support from statisticians and computer scientists highly versed in the R language and the specifics of each REvolution R build.
This support includes:
- Installation assistance
- Clarification of functions and features
- Clarification of the product documentation
- Assistance in identifying and verifying the causes of suspected errors, and advice on bypassing them if reasonably possible.
Our levels of support contract are described below and summarized in this product and support matrix.
Support Service Plans
Standard Support Services Plan
- Access to online Support Portal available at as a reporting method
- Access to email as a reporting method
- Access to online discussion forums or “Licensed User Forums”
- No telephone support
Extended Support Services Plan
- All features of Standard Support
- Telephone support available during Business Hours from 8 am – 7 pm Central Time.
Premium Support Services Plan
Our premium support contracts vary according to each customer’s needs, generally including a combination of the following elements:
- All features of Standard Support
- Telephone support available during Working Hours
- 1 hour response for Priority 1 issues, 24x7x365
- Assigned support representative
- Technical account reviews once per quarter
Priority Definitions
- Low Priority: Degraded operations. An Error that results in slight impairment in functions of the Software. Includes feature requests and cosmetic defects.
- Medium Priority: Severe impact. An Error that significantly degrades a major function of the Software.
- High Priority: Business critical (only available for production systems). Error that results in a complete loss of functions of the Software; a significant function of the Software that is not available; and no workaround exists. Does not include installation issues or problems in staging environments.
REvolution Training
If you or your team would like to improve your R skills, click here to learn about REvolutions training programs.
REvolution Consulting
When your needs go beyond basic support, REvolution's consulting team is there to help. Click here for details.
