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.

Frequently Asked Questions

How will Replicon Support Offering impact existing customers?

How do I contact Replicon Support?

What are Replicon Support Business Hours?

What are the Replicon Support Severity Level Definitions ?

How could we enroll to the Premium Plus Support Offering?

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.

Priority

Definition

Description

Severity Level 1

Critical

Critical Business Impact

All Productive Activity Stopped:

Customer is unable to access or use Replicon applications.

Severity Level 2

Major

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 3

Moderate

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 4

Minor

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.

	Standard	Premium Plus
Phone (Toll-Free)	Direct +1 650-286-9200 North America 1-877-862-2519 Australia 1800-223-198 Other Countries +800-8622-5192 (ext. 2 – option 1)	Direct +1 650-286-9200 North America 1-877-862-2519 Australia 1800-223-198 Other Countries +800-8622-5192 (Ext. 2 – option 2)
Email	[email protected]	[email protected]
Chat	https://www.replicon.com/customerzone/contact-support/ and select Live Chat from our website
Community	community.replicon.com
Online Request	https://www.replicon.com/customerzone/contact-support/

Support Definitions

The table describes the service features of support offering in detail

Service Feature	Description
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 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.
Updates on Product Releases	Access to newly introduced product enhancements and important product fixes updates.
Bulk data imports	Data 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.
Diagnosis	When 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 Training	It’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 Support	Support 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-Incident	Replicon 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.
Sandbox	An instance which is a clone of a production instance, which can be used for training or testing purpose.

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