RecordPoint provides support services to Records365 customers to ensure that any issues and questions encountered are resolved in a timely fashion.
RecordPoint offers a “follow-the-sun” support model in which support tickets are handled by and passed between support desks for increased responsiveness and around the clock support.
Upon commencement of the service, customers are onboarded to the RecordPoint support portal which can be used to log support tickets (service requests) and access the RecordPoint knowledge base.
Support desks are situated in the locations listed below. Each support desk has its own dedicated phone number.
- Sydney, Australia
- Seattle, United States
- Reading, United Kingdom
RecordPoint will support the service in conjunction with the service levels defined in the customer agreement document.
The following table describes the support entitlements are included in each Records365 plan.
|Pilot & Starter||Standard & Enterprise|
|Technical Support||Business Hours only via Email||24×7 via Email & Phone|
|Ticket Types||Service Requests||Service Requests, Technical Advice, Health Checks|
|Service Request Priority||Response Times|
|High||1 business day||4 hours|
|Normal||2 business days||1 business day|
|Low||4 business days||2 business days|
A RecordPoint support engineer will assess new service requests and adjust the priority, if necessary, in line with the priority levels described below.
Service Request Priorities
The following table describes how RecordPoint support assesses the priority of a new service request.
|High||A critical issue that is causing significant degradation or impact to business operations.|
|Medium||An issue with moderate impact to business operations, but the organization can still function.|
OR a request for technical advise or guidance.
|Low||A minor issue with trivial impact to business operations.|
OR a request for clarification.
Service Request Logging
Service request logging is provided via web support portal, email and telephone.
The fastest method to get a response and a Support Engineer working on your problem is using the RecordPoint support portal. Regardless of whether service requests are logged by web, email or telephone, they are managed using the customer support portal and this will be the place where progress on support calls is reported and managed.