Support Priority and Response Times

The speed of our support team's response time depends on the priority level you select when you submit your ticket. Your ticket priority level can be changed by Radiant Logic support to be higher or lower based on the impact on your business.

Response Times

Impact 

First Response Time

Description

P2 (High)

4 hours

Obstruction/Affecting Users

P3 (Normal)

12 hours

Impacting Functionality

P4 (Low)

1 week

Clarification/Enhancements

 

P1 Tickets

Priority 1 tickets are reserved for Production Down or Production impacted issues. Issues for lower environments or not impacting production should be raised as P2, P3 or P4.

Impact 

First Response Time

Description

P1 (Urgent)

1 hour

Production Down/Impaired

 

Business Hours

Customer Support is available from 6:00 am PST - 5:00 pm PST Monday through Friday, excluding weekends and public holidays.

Messages received after 5:00 PM PST may not be answered until the following business day.

To contact customer support, reach out to support@radiantlogic.com, or open up a ticket through the support portal

After Hours Support

For urgent Priority 1 production outages, our support team operates 24/7. Priority 1 tickets opened after-hours through the support portal will prompt you via email to contact our after-hours phone line for assistance. For immediate after-hours assistance, please call us at 1-800-296-3709 or 814-461-6730.

 

Please Note: You will be required to set the ticket priority when submitting a ticket via the support portal. However, Radiant Logic reserves the right to reclassify the priority level at any time if we reasonably believe the classification is incorrect. Re-classifications are almost exclusively used in situations where a ticket is submitted as Urgent, usually a non-production setup issue, or a how-to question.

Radiant Logic support may also increase the priority level if the situation is deemed to be more urgent than originally reported. If you do not choose a priority level when you create a ticket, it will default to P3 (Normal).

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