Support

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.

Support Entitlements

The following table describes the support entitlements are included in each Records365 plan.

Pilot & StarterStandard & Enterprise
Technical SupportBusiness Hours only via Email24×7 via Email & Phone
Ticket TypesService RequestsService Requests, Technical Advice, Health Checks
Service Request PriorityResponse Times
High1 business day4 hours
Normal2 business days1 business day
Low4 business days2 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.

Priority LevelDescription
HighA critical issue that is causing significant degradation or impact to business operations.
MediumAn issue with moderate impact to business operations, but the organization can still function.
OR a request for technical advise or guidance.
LowA 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.

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