Level 1 Support
RJR offers Level 1 Support (L1) for many of its Business Management Solutions (BMS) strategies. RJR is an authorized L1 Support Provider for BMC, Thales, Entrust, BeyondTrust and WinMagic RJR is the first point of contact.
With RJR’s guaranteed access to senior consultants and BMS Knowledge Management strategy, you’ll improve your first call resolution performance, reduce your operating costs and improve customer satisfaction.
RJR offers an additional service: an internal escalation from Level 1 to Level 2, and sometimes Level 3. In many cases, Level 2 issues are resolved by RJR consultants internally due to their product expertise. As well, RJR’s direct access to its partners’ knowledge also enables a rapid escalation for Level 2 and Level 3 issues.
| Fast-Track | Continuous | |
|---|---|---|
| 12 Hour Phone/Email Support 8:00 am to 8:00 pm EST Monday to Friday | ✓ | ✓ |
| 24 Hour Emergency Support (1,2) | ✓ | |
| 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 (1) | ✓ | |
| 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
- Business Hours are Monday to Friday 8:00am to 8:00pm EST (Excluding Canadian Statutory Holidays)
- 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:
|
| 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 L1 Fast-Track Support Phone and Email Submission | 0800 – 2000 EST
12 Hours X 5 Days (Excludes Canadian published holidays) |
S1 = 1 Business Hour
S2 = 4 Business Hours S3 = 8 Business Hours S4 = 12 Business Hours |
| 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 |