Extended Support

Enhance the RJR support solution. We can increase your current level of support and hours of support to fit your specific needs and to streamline your current support solution.

Make RJR your first point of contact to increase accessibility and to provide a quicker turnaround of customer requests.

Extend your support to 24 hours to enhance IT support resources and to improve productivity.

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Value Added Extended (1)
12 Hour Phone/Email Support 8:00 am to 8:00 pm EST Monday to Friday
8 Hour Email Support 9:00 a.m. to 5:00 p.m. EST Monday to Friday N/A
24 Hour Emergency Support (2,3)
Guaranteed Access to Senior Consultants
One Clock Hour Response Time on Severity 1
Toll Free Access
Remote Support Assistance  ✓
After Hours pre-arranged non-emergency assistance (2)
RJR retains Current DB copy
Dedicated Technical Account Manager (TAM)
Minimum Monthly Follow-up Support Calls by TAM
Bilingual Support (French)  ✓
Quarterly newsletters sent via email  ✓
RJR Self Service Access
RJR Knowledge Base Access
Out of the Box Report Troubleshooting  ✓
Custom Report Troubleshooting
Report Creation Assistance
Patch Support

For pricing and additional information, Please contact RJR Innovations

  1. RJR Extended Support is an option available with your existing product Maintenance Renewal.
  2. Business Hours are Monday to Friday 8:00a.m. to 8:00p.m. EST (excluding Canadian Statutory Holidays).
  3. Severity 1 Issues.
Severity Level Severity Criteria
1 Critical Service Impact

Issue critically affects the primary business service, major application, or mission critical system. Customer resources should be available to work on a 24×7 basis with BMC to resolve the issue. Characteristics of a Severity 1 issue include:

  • Business service is not operational
  • Production system crashes
  • Data integrity at risk
  • Production backup and recovery operations fail.
2 Significant Service or Implementation Impact

The business service, major application, or system is seriously affected or implementation stopped. No acceptable workaround is available.

3 Moderate Service Impact

The business service, major application, or system is moderately impacted, no data has been lost, and the business service, application, or system is still functioning. The issue may be temporarily circumvented using an available workaround.

4 No Service Impact

Non-critical issues, general questions, enhancement requests, or documentation issues

Customer Support Services Hours of Operation Initial Response Goals
RJR Value Added Support Email Submission only 0900-1700 EST

8 Hours x 5 Days

(Excludes Canadian published holidays)

RJR Extended Support Phone and Email Submission Continuous Hours 24 Hours x 7 Days

(Includes published holidays)

S1 = 1 Clock Hour

S2 = 4 Business Hours

S3 = 8 Business Hours

S4 = 12 Business Hours