We offer a range of support packages to help you maximize your experience with ActivityTimeline. Whether you need basic assistance or premium dedicated support, we have a package tailored to your needs.
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Basic |
Standard |
Advanced |
Enterprise |
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Pricing |
Included |
$100/month or $1000/year |
$300/month or $3000/year |
Contact Us |
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Full access to online documentation |
Includes Basic package |
Includes Standard package |
Custom SLA agreement |
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Number of Requests |
Up to 3 requests per month |
Up to 10 requests per month |
Up to 30 requests per month |
Unlimited number of requests per month |
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Support Channels |
Chat & email support |
Chat & email support |
Chat & email support, dedicated Customer Success Manager |
Chat, email and voice support, dedicated Customer Success Manager |
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Support Hours |
9 am - 5 pm GMT |
8 am - 6 pm GMT |
8 am - 8 pm GMT |
Custom Hours, up to 24 / 7 support |
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Points of contacts |
1 person from your organization |
1 person from your organization |
Up to 2 persons from your organization |
Up to 3 persons from your organization |
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Initial Response Times during support hours (Support Email) |
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L1: Production Application Down |
4 hrs |
2 hrs |
1 hr |
1 hr |
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L2: Serious Degradation |
8 hrs |
4 hrs |
3 hrs |
2 hrs |
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L3: Moderate Impact |
1 Business Day |
Up to 1 Business Day |
Up to 12 hrs |
8 hrs |
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L4: Limited Impact |
2 Business Days |
Up to 2 Business Days |
Up to 1 Business day |
24 hrs |
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Chat support initial response time (During Support Hours) |
Up to 4hrs |
Up to 2 hrs |
Up to 1 hr |
Up to 30 min |
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Assistance with installation and initial configuration |
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One-time, 1 hr online screen-sharing session |
Up to 2 hrs of online screen-sharing session |
Up to 2 hrs online screen sharing session |
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Dedicated Support |
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Dedicated Customer Success Manager |
Dedicated Customer Success Manager |
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Troubleshooting |
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Up to 4 hours of screen sharing for troubleshooting per year (annual billing only) with a possibility to buy additional 4 hrs blocks |
Up to 12 hours of screen sharing for troubleshooting per year (annual billing only) with a possibility to buy additional 4 hrs blocks (3 per month max) |
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Extras |
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Support Includes
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Incident Support - Identifying and troubleshooting problems in the system
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Root cause analysis
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Assistance with issues during installation
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Assistance with issues during upgrades
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Identifying and creating needed bug reports
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Guidance around implementation and configuration
Support Does Not Include
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Customers without a valid maintenance agreement
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End of Life, Beta, Release Candidate, or Development releases
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Development questions or requests.
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Third-party application integrations using REST API.
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Product Training
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Support in languages other than English
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Professional Services:
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System & Performance tuning
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Deployment & Capacity Planning
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Software Customization & Custom Functionality
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Definition of Impact Levels
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Impact Level |
Definition |
|---|---|
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Level 1 |
Production application down or major malfunction affecting business and high number of staff |
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Level 2 |
Serious degradation of application performance or functionality |
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Level 3 |
Application issue that has a moderate impact on the business |
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Level 4 |
Issue or question with limited business impact |
Fixing Bugs
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Reliex Support will help with workarounds and bug reporting
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Critical bugs will generally be fixed in the next maintenance release
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Noncritical bugs will be scheduled according to a variety of considerations
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Critical priority is defined as: "production application down or major malfunction causing business revenue loss or high numbers of staff unable to perform their normal functions." This includes security issues.
Hours of Availability - Weekend coverage can only be part of the Enterprise support package. Weekend starts at 8:01 PM UTC +0 on Friday until 8 AM UTC +0 on Monday.
On-Demand Services
We also offer paid on-demand services at a rate of $200 per hour. If you need flexible assistance or consulting, you can choose from our batched “Online Session Hours” packages at a discounted rate:
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10 Meetings (1-hour max per meeting): $1,500
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15 Meetings (1-hour max per meeting): $2,100
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20 Meetings (1-hour max per meeting): $2,600
These packages are designed to provide expert guidance and support tailored to your needs, whether it’s training, troubleshooting, or in-depth consultations.