Support Packages
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.
Basic | Standard | Advanced | Enterprise | |
|---|---|---|---|---|
Pricing | Included | $100/month or $1000/year | $300/month or $3000/year | Contact Us |
Full access to online documentation | Includes Basic package | Includes Standard package | Custom SLA agreement | |
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 |
Support Channels | Chat & email support | Chat & email support | Chat & email support, dedicated Customer Success Manager | Chat, email and voice support, dedicated Customer Success Manager |
Support Hours | 9 am - 5 pm GMT | 8 am - 6 pm GMT | 8 am - 8 pm GMT | Custom Hours, up to 24 / 7 support |
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 |
Initial Response Times during support hours (Support Email) | ||||
L1: Production Application Down | 4 hrs | 2 hrs | 1 hr | 1 hr |
L2: Serious Degradation | 8 hrs | 4 hrs | 3 hrs | 2 hrs |
L3: Moderate Impact | 1 Business Day | Up to 1 Business Day | Up to 12 hrs | 8 hrs |
L4: Limited Impact | 2 Business Days | Up to 2 Business Days | Up to 1 Business day | 24 hrs |
Chat support initial response time (During Support Hours) | Up to 4hrs | Up to 2 hrs | Up to 1 hr | Up to 30 min |
Assistance with installation and initial configuration | 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 | |
Dedicated Support | Dedicated Customer Success Manager | Dedicated Customer Success Manager | ||
Troubleshooting | 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) | ||
Extras |
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Support Includes
Incident Support - Identifying and troubleshooting problems in the system
Root cause analysis
Assistance with issues during installation
Assistance with issues during upgrades
Identifying and creating needed bug reports
Guidance around implementation and configuration
Support Does Not Include
Customers without a valid maintenance agreement
End of Life, Beta, Release Candidate, or Development releases
Development questions or requests.
Third-party application integrations using REST API.
Product Training
Support in languages other than English
Professional Services:
System & Performance tuning
Deployment & Capacity Planning
Software Customization & Custom Functionality
Definition of Impact Levels
Impact Level | Definition |
|---|---|
Level 1 | Production application down or major malfunction affecting business and high number of staff |
Level 2 | Serious degradation of application performance or functionality |
Level 3 | Application issue that has a moderate impact on the business |
Level 4 | Issue or question with limited business impact |
Fixing Bugs
Reliex Support will help with workarounds and bug reporting
Critical bugs will generally be fixed in the next maintenance release
Noncritical bugs will be scheduled according to a variety of considerations
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:
10 Meetings (1-hour max per meeting): $1,500
15 Meetings (1-hour max per meeting): $2,100
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.