> For the complete documentation index, see [llms.txt](https://docs.rierino.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.rierino.com/installation/administration/technical-support.md).

# Technical Support

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 <hello+support@rierino.com> 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.


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