Support Policy

The goal of Percussion Software's Customer Support is to provide quality support to customers. From the introduction of Rhythmyx through the deployment into a production environment and through each new initiative, Customer Support is available to assist customers with all of their CMS implementations.

Support services we provide include:

• Answering product questions
• Providing assistance with troubleshooting and debugging
• Providing guidance on best practices
• Producing documentation in the form of technical notes and knowledgebase documents
• Reporting, prioritizing and tracking product issues with the Development Group to ensure mission-critical bugs are addressed appropriately
• Upgrade/migration planning and assistance

Tiered Support

All new incidents are fielded by a Support Engineer, who verifies contact and environment information. This person also defines the description of the issue by asking basic questions such as "Is this a reproducible problem?" and "How can this issue be reproduced?"

Depending on the priority and complexity of the issue, the Support Engineer may be able to resolve the issue, or, it may be passed on to a more senior resource. Customers should expect to work with anyone on the support team, depending on availability and skill set of the resources available.

Issue Escalation

If the assigned Customer Support Representative, regardless of seniority, cannot address the customer's issue appropriately, we will escalate it accordingly. The call is escalated within Customer Support and at a defined point is escalated to other departments?

Issue Acknowledgement/Resolution

Percussion Customer Support will acknowledge receipt of an issue either via email or via phone within 4 hours of receipt if receipt falls within the hours of support operation (see below). Support will discuss the status of an issue with the Customers prior to closing an issue either by phone or email.