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Support Packages

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Value-Added Standard Premium
Bilingual support (English/French)
8-hour email-only support ¹
12-hour support ²
Service level agreements
Remote support assistance
RJR retains current database copy
RJR knowledge base access
RJR self service access
24/7/365 emergency support for priority 1 issues
Guaranteed access to senior consultants
After-hours pre-arranged non-emergency assistance

¹ Monday to Friday 8am to 4pm EST excluding Canadian statutory holidays

² Monday to Friday 8am to 8pm EST excluding Canadian statutory holidays

Premium Package

Priority Criteria Response Resolution Support Hours¹
1 Production system outage 1 Clock Hour 4 Clock Hours Monday to Friday 8am to 8pm EST
2 System-wide performance degradation 1 Business Hour 4 Business Hours Monday to Friday 8am to 8pm EST
3 Major performance degradation 1 Business Hour 4 Business Hours Monday to Friday 8am to 8pm EST
4 Partial performance degradation 2 Business Hours 16 Business Hours Monday to Friday 8am to 8pm EST
5 Minor performance degradation 4 Business Hours 40 Business Hours Monday to Friday 8am to 8pm EST
6 Information Request 4 Business Hours 80 Business Hours Monday to Friday 8am to 8pm EST

¹ Monday to Friday 8am to 4pm EST excluding Canadian statutory holidays

Standard Package

Priority Criteria Response Resolution Support Hours¹
1 Production system outage 1 Business Hour 4 Business Hours Monday to Friday 8am to 8pm EST
2 System-wide performance degradation 1 Business Hour 4 Business Hours Monday to Friday 8am to 8pm EST
3 Major performance degradation 2 Business Hours 8 Business Hours Monday to Friday 8am to 8pm EST
4 Partial performance degradation 2 Business Hours 16 Business Hours Monday to Friday 8am to 8pm EST
5 Minor performance degradation 4 Business Hours 40 Business Hours Monday to Friday 8am to 8pm EST
6 Information Request 4 Business Hours 80 Business Hours Monday to Friday 8am to 8pm EST

¹ Monday to Friday 8am to 4pm EST excluding Canadian statutory holidays

Value-Added Package

Priority Criteria Response Resolution Support Hours¹
1 Production system outage N/A N/A Monday to Friday 8am to 4pm EST
2 System-wide performance degradation N/A N/A Monday to Friday 8am to 4pm EST
3 Major performance degradation N/A N/A Monday to Friday 8am to 4pm EST
4 Partial performance degradation N/A N/A Monday to Friday 8am to 4pm EST
5 Minor performance degradation N/A N/A Monday to Friday 8am to 4pm EST
6 Information Request N/A N/A Monday to Friday 8am to 4pm EST

¹ Monday to Friday 8am to 4pm EST excluding Canadian statutory holidays

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