Extended Support
Enhance the RJR support solution. We can increase your current level of support and hours of support to fit your specific needs and to streamline your current support solution.
Make RJR your first point of contact to increase accessibility and to provide a quicker turnaround of customer requests.
Extend your support to 24 hours to enhance IT support resources and to improve productivity.
| Value Added | Extended (1) | |
|---|---|---|
| 12 Hour Phone/Email Support 8:00 am to 8:00 pm EST Monday to Friday | ✓ | |
| 8 Hour Email Support 9:00 a.m. to 5:00 p.m. EST Monday to Friday | ✓ | N/A |
| 24 Hour Emergency Support (2,3) | ✓ | |
| Guaranteed Access to Senior Consultants | ✓ | |
| One Clock Hour Response Time on Severity 1 | ✓ | |
| Toll Free Access | ✓ | |
| Remote Support Assistance | ✓ | ✓ |
| After Hours pre-arranged non-emergency assistance (2) | ✓ | |
| RJR retains Current DB copy | ✓ | |
| Dedicated Technical Account Manager (TAM) | ✓ | |
| Minimum Monthly Follow-up Support Calls by TAM | ✓ | |
| Bilingual Support (French) | ✓ | ✓ |
| Quarterly newsletters sent via email | ✓ | ✓ |
| RJR Self Service Access | ✓ | |
| RJR Knowledge Base Access | ✓ | |
| Out of the Box Report Troubleshooting | ✓ | ✓ |
| Custom Report Troubleshooting | ✓ | |
| Report Creation Assistance | ✓ | |
| Patch Support | ✓ |
For pricing and additional information, Please contact RJR Innovations
- RJR Extended Support is an option available with your existing product Maintenance Renewal.
- Business Hours are Monday to Friday 8:00a.m. to 8:00p.m. EST (excluding Canadian Statutory Holidays).
- Severity 1 Issues.
| Severity Level | Severity Criteria |
|---|---|
| 1 | Critical Service Impact
Issue critically affects the primary business service, major application, or mission critical system. Customer resources should be available to work on a 24×7 basis with BMC to resolve the issue. Characteristics of a Severity 1 issue include:
|
| 2 | Significant Service or Implementation Impact
The business service, major application, or system is seriously affected or implementation stopped. No acceptable workaround is available. |
| 3 | Moderate Service Impact
The business service, major application, or system is moderately impacted, no data has been lost, and the business service, application, or system is still functioning. The issue may be temporarily circumvented using an available workaround. |
| 4 | No Service Impact
Non-critical issues, general questions, enhancement requests, or documentation issues |
| Customer Support Services | Hours of Operation | Initial Response Goals |
|---|---|---|
| RJR Value Added Support Email Submission only | 0900-1700 EST
8 Hours x 5 Days (Excludes Canadian published holidays) |
N/A |
| RJR Extended Support Phone and Email Submission | Continuous Hours 24 Hours x 7 Days
(Includes published holidays) |
S1 = 1 Clock Hour
S2 = 4 Business Hours S3 = 8 Business Hours S4 = 12 Business Hours |