Policies

Rescompany strives to provide timely and effective support. With this in mind we have identified the following service levels based on severity of an issue:

Level 1 – when the problem has a critical business impact on the customer’s production environment resulting in the inability to use Rescompany’s software. This means that the system is either down or there is a serious possibility of data loss which indicates that an immediate solution to the problem is required. Problems of this magnitude must be reported by calling¬†Rescompany‚Äôs first line support number and
followed-up by an email to your assigned Rescompany support contacts.

Level 2 – when the problem has severe business impact, limiting the usage of one or more major functions of the Rescompany software in the customer production environment. The production environment is still operational, but significantly restricted. The issue should be reported by email sent to your assigned Rescompany support contacts.

Level 3 – the system still functions in the customer business environment, but there are functional limitations that are not critical in the daily operation and adequate work around exists. This includes new feature requests and reporting requests. The problem has limited impact on the business environment and does not materially affect use of the Rescompany system. The issue should be reported using Rescompany’s online support system or if the login is not available, through email to your assigned Rescompany support contacts.

Based on the level of the problem, Rescompany uses every reasonable efforts to provide the following response:

Level Initial Response Times Goal Remediation Completion Goal
1 Immediate 24 Hours
2 < Eight Hours 72 Hours
3 < Three Days Next release cycle or hot fix