Last updated 7 months ago

Premium support

Premium support is available on the Enterprise plan. It includes everything in our regular support, plus:

  • Additional support channels: Slack, telephone, Zoom conference.
  • Up to 30 hours of professional services per year, including training, review/feedback, OpenAPI consulting, custom component development, and more.
  • Primary and backup relationship manager.
  • Our fastest response times 24/7/365 for problem resolution (less than an hour for critical issues).

We provide normal (non-problem resolution) support between 8 AM to 5 PM Central Time, Monday through Friday. This includes issues like user-acceptance testing, upgrade support, and any professional services like training, feedback/review, OpenAPI consulting, and custom component development.

We provide problem resolution (includes error and defects) 24/7/365. A support ticket should be opened by sending an email to team@redoc.ly. A critical issue should be followed up by a phone call to your primary relationship manager (with a fallback to your backup relationship manager or our general support line).

Format your email according to the following format:

  • Subject of the email: “[YOUR COMPANY NAME] Support issue description, Severity level (Critical, High, Medium, or Low, as described below).” (Subject line should be brief, with no need to capitalize description or use any bold or font changes.)
  • Body of the email: Provide a brief explanation of the support issue. Include screenshots with as much detail on the issue and how to reproduce it, as appropriate and if practicable.

Classify support requests by the following priority and response levels:

Severity Level Definition Error Response Time Resolution Process/Time
1
Critical
An event and/or problem that has a significant, severe impact to the Product. The event and/or problem may render the Product non-functional. Isolated instances as determined solely by you that affect a limited set of users, groups or single users are not classified as Critical. You must file a critical incident as described above, followed by a phone call to your primary relationship manager with a fallback to your backup relationship manager or our general support line. < 1 hour Resolution Time: 2 hours for temporary work-around; 4 hours for resolution.

We’ll use best efforts to promptly initiate the following procedures: (1) assign specialists and provide escalated procedures to correct the error on an expedited basis, and (2) provide ongoing communication on the status of an error on an hourly basis as needed. Severity 1 issues may require remote access to the servers running our suite of products, which will be provided via your approved remote access method.
2
High
An event and/or problem that limits the operations of our Product. < 2 hours Resolution Time: 5 hours for temporary work-around; 8 hours for resolution.

We’ll use best efforts to promptly initiate the following procedures: (1) assign specialists and provide escalated procedures to correct the error on an expedited basis, and (2) provide ongoing communication on the status of an error on an hourly basis.

Severity 2 issues may require remote access to the servers running our suite of products, which will be provided via your approved remote access method.
3
Medium
An event and/or problem that disrupts the operations of our Product. Use of our Product can continue after a work-around is in place. < 6 hours Resolution Time: 12 hours for temporary work-around; 24 hours for resolution.

We’ll use commercially reasonable efforts to assign a specialist to correct the error, and communicate status updates as necessary.
4
Low
An event and/or problem that has limited business impact, is not critical in nature, or does not have any significant impact to you. < 1 Business Day We’ll use commercially reasonable efforts to include an error correction in the following maintenance release, and communicate status updates as necessary.