Pay As You Go Support
If you do not have a RAPID Service Level Agreement with us, but have an issue with your RAPID Software, technical support is available on a single incident basis. We help you to troubleshoot a specific problem, error message or functionality that isn’t working as expected.
An incident is a single support issue and the reasonable efforts needed to resolve it. A single support issue is a problem that can't be broken down into secondary problems. If it can be broken down into secondary problems, each secondary problem shall be considered a separate incident. An incident may require multiple contacts and offline research to achieve final resolution. You will be charged a single PAYG Support Ticket fee per incident and not for the amount of time spent in delivering the final resolution.
PAYG Support is available in normal Irish Standard Time business hours, Monday to Friday (9.00 – 5.30 pm), excluding Public Holidays. Response times are measured from the time you create the PAYG Support Ticket by emailing [email protected] or contacting Automsoft Support through the Automsoft website here.
|Priority Level||Description||Initial Response Time||Completion Deadline||Additional Requirements|
|Severity 1||Software Failure has a critical impact on your business||1-4 hours||24 hours||Automsoft shall immediately and continuously work on the problem until a Resolution is provided.|
|Severity 2||Software functionality is severely impaired, having a critical impact on your business operations.||1-4 hours||48 hours||Automsoft shall immediately and continuously work on the problem until a Resolution is provided.|
|Severity 3||Software operates with impaired functionality or causes degraded performance without having a critical impact on your business operations.||1 Business day||3 Business days|
|Severity 4||Software defect causes minor inconvenience.||1 Business day||With next release of the product|
We currently support all versions of RAPID from 4.0 onwards.
– Onsite support
– Root cause analysis
– Writing or review of custom code
– Support for RAPID Software versions out of the support lifecycle
– Repairs necessitated by the following RAPID Software violations:
- Unauthorised relocation, unauthorised movement, improper operation, neglect or misuse of your RAPID Software or equipment on which the Software is installed
- Failure to maintain proper site or environmental conditions, or
- Any unauthorised attempt at repairs, maintenance, or modifications to your RAPID Software.
In the case of repairs necessitated by RAPID Software violations, Automsoft will quote you a separate fee.
We will agree on the definition of the problem with you when you raise the support incident. The incident will be closed after our support engineer has delivered one or more suggested solutions to you which resolve the issue. If you are not happy with the resolution you can notify us. It is at Automsoft’s discretion whether to refund the PAYG Support Ticket fee.
Although our support engineers will make best efforts to resolve your issue, we cannot guarantee to resolve all issues. If the support engineer is unable to deliver a solution, you’ll be notified and the case will be closed as unresolved. It is at Automsoft’s discretion whether to refund the PAYG Support Ticket fee.