Technical Support

Rierino licensing includes technical support credits, which can be used for inquiries, requests and issues.

All Rierino modules include basic support credits (5/8 support with number of hours based on license fees), which can be used by sending inquiries to [email protected] or directly contacting your assigned account manager. It is possible to purchase additional support credits or extend into 7/24 support at extra cost.

Our target service levels are as follows:

Priority	First Response Time*	Resolution Time Target**
Critical	2 hours	24 hours
High	2 hours	72 hours
Medium	2 hours	168 hours
Low	2 hours	360 hours

*: During covered work hours based on support tier.

**: While these are target resolution times we strive to achieve, actual duration depends on various factors, including required clarifications and reproducability of the issues submitted by our clients.