Supply Chain Risk Management Support

Razient wants to provide the best in class support to our customers. Our page outlines the various options and terms and conditions. If there are any questions please contact us.

Installation Support

Best practices assistance on deployment, upgrades, and configuration
Telephone/Web/Email access to experienced technical support personnel equipped with remote assistance software
Pre-recorded how-to videos available via our website

Issue Resolution

Telephone/Email/Web access to technical support for requests (excluding holidays).
Business Hours for support are from 9AM to 5PM EST.
Seasoned support staff
Staff equipped with remote assistance software

Support Terms and Conditions

Technical support must be contacted through the appropriate channel to enable compliance with service level objectives. Also reasonable efforts will be made to respond to support requests per the following guidelines.
Severity Level

• Severity 1 Telephone 4 Business Hour
• Severity 2 Telephone/Email/Web 8 Business Hours
• Severity 3 Telephone/Email/Web 24 Business Hours
• Severity 4 Telephone/Email/Web 36 Business Hours

Severity Definitions

The severity level for an issue is initially set by the customer. After review and response per the service level objectives, severity may be revised by Razient.

• Severity 1 Critical – Issue critically affects the customer’s production environment, resulting in the system being inoperable. This includes crashing of the production environment and risks to data integrity.
• Severity 2 Severe – Issue severely impacts the software, causing significant business impact. Use of the software is severely restricted, with no acceptable workaround available.
• Severity 3 Moderate – Issue moderately impacts the software, but the software still functions in the production environment. The issue may be temporarily resolved via a workaround.
• Severity 4 Minimal – Minor issues including documentation, general questions, and enhancement requests.

Software Maintenance

An active support and maintenance agreement entitles customer to:
• Updates to licensed programs (increase in the version number, right of the decimal point)
• Major upgrades to licensed programs (increase in the version number, left of the decimal point)

Support Period and Renewal

Support agreements are for the period when the customer pays.

Customer Technical Contact

Customer’s technical contacts should be the sole conduit for technical support requests between customer and Razient.
Main support email: support@wiretoss.com
Main support phone: 855747-5911

Holidays

Support does NOT INCLUDE the following US holidays.

• New Year’s Day
• Easter
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving Day
• Day After Thanksgiving
• Christmas Day