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Support Packages
| 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