24x7 Production Support

Rinira Technologies with its state-of-the-art infrastructure, provide strong round-the-clock technical support to our global customers with an experienced and well-informed support team. With unlimited access and 24/7 availability to our technical support team, we can guide you through and help you resolve complex issues, answer technical queries and fix bugs.

Long term agreements require uninterrupted and continuous support. Rinira Technologies Support Services help to settle problems outlined in the Service Level Agreement (SLA).

In the event of escalation, our qualified technical staff is equipped to help you swiftly resolve your issues. Rinira has developed a competent Global Escalation Management process to keep you up to date about your escalated case status at every step.

 

Product Support:

The services include:

• Round-the-clock help desk and customer support
• Root cause analysis
• Shared/Dedicated team of engineers designated for managing enhancements and production support
• A remotely accessible escalation system
• Management and processing of incidents

 

Features	Production Support
Hours of operation	24 Hours/Day for 7 Days a Week
Product Updates	Yes
Product Upgrades	Yes
Method of Access	Telephone / Email
Response Method	Telephone / Email
Access to Rinira Technologies website	Yes
Number of Support Requests	Unlimited
Target Response Times:
Critical (Severity 1)	30 minutes or less: 24x7
Major (Severity 2)	4 business hours
Minor (Severity 3)	8 business hours
Cosmetic (Severity 4)	12 business hours

Customer Service:

Rinira's Customer service is a chain of procedures planned to improve the extent of customer satisfaction. Our objective is to not only to assist you have a pleasant experience, but to offer you an experience that is beyond your expectations.