Solutions

Customer Support

Managing Contracts, Pricing, and Compliance: Revitas™ Ensures Customer Success

Round-the-Clock Customer Support
Revitas™ offers world-class service and support to provide rapid, knowledgeable responses to ensure customer success in managing contracts, pricing, and compliance. Every customer has access to 24-hour critical-issue support – when a problem arises, Revitas is there for customers, regardless of the day or time.

Support services are also available for: training, contract analysis, code customizations, customization maintenance, data audits, interface consultation, audits, debugging, upgrade assistance, best practices consultation, proactive on-site assistance, and performance assessments and tuning.

Enterprise Support
Customers have access to the highly skilled team of Technical Account Managers (TAMs). TAMs are responsible for ensuring that issues are being addressed appropriately and that customers are satisfied with the overall quality of support services.

Enterprise Support services include:

Enterprise Support
24-hour critical-issue support	Software releases including major, minor, service pack and hot fix releases
Access to the customer portal for logging and tracking issues, and for accessing the online knowledge database	Issue response times Critical: 4 Hours High:8 Hours Medium: 24 Hours Low: 48 Hours
Five support contacts	Customer Advisory Board participation
Phone, web and email support	Unlimited number of support calls

Premium Support
Premium Support provides a range of additional services for customers who want to ensure they are successfully managing contracts, pricing, and compliance – obtaining maximum value from their Revitas implementation. These services are designed to be extremely rich in business and technical content and proactive in nature. With Premium Support, customers can expect the highest level of responsiveness to support requests and increased continuity in resources over time.

In addition to standard Enterprise Support services, Premium Support services include:

Premium Support
Designated Technical Account Manager for direct contact to customer support	Issue response times Critical: 1 Hour High: 2 Hours Medium: 8 Hours Low: 24 Hours
Pre-provisioning and higher resource prioritization for deep source code debugging of customer’s Revitas implementation	Regular cadence meetings to review overall health of the partnership
Unlimited support contacts	Access to Revitas’s Advanced Customer Portal
Case activity metrics reported quarterly

Customer Support Contact Information

Americas: 1-877-774-2451

EMEA/Asia Pacific: +44 (0) 20 7936 2828

Hours of Operation

Standard support for all products: Monday-Friday between 8 A.M. and 8 P.M. EST

Critical production issues: 24-hour support is available

EMEA and Asia Pacific customers: Monday-Friday between 09:00 and 17:15 GMT