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Remediant Product Support

Remediant support is available to Customer Authorized Representatives by phone and email on a 24/7 basis. During such hours, after considering in good faith Customer’s input, Remediant will assign each service request a priority level based on the criteria listed in the table below. If Remediant discovers problems of “Immediate” or “High” priority, Remediant will notify Customer by contacting the Customer Authorized Representatives. Remediant shall direct all Initial Responses the Customer Authorized Representatives. All support is to be accessed only by up to ten (10) Customer’s Authorized Representatives who have been identified by Customer to Remediant.

Contact Remediant Product Support


Call us

(415) 854-8771


Create a Ticket

Visit Help Desk


Send an email

support@remediant.com



Note: For immediate issues, please use the phone option.

Priority Levels

Immediate

Software malfunctions, is not functioning and is causing a broad and critical disruption to the Customer.

High

Obvious and significant flaw in the Software that produces errors or degrades performance of the Customer network, servers or other infrastructure

Normal

Software issue that is inconvenient but, in the reasonable opinion of Remediant, (i) can be worked around or (ii) does not materially impact the Customer security

Response Times

Immediate

High

Normal

Platinum

Standard

Platinum

Standard

Platinum

Standard

Initial Response

Priority

1 hour

1 hour

2 hours

4 business hours

8 business hours

Updated Interval

Priority

4 hours

4 hours

8 business hours

Daily (Business days)

Weekly

Resolution Goal

Priority

8 hours

8 hours

2 business days

1 week
or less

2 week
or less

If a Resolution Goal is not met, an advisory will be provided to Customer’s contact point. In “Immediate” priority situations where Resolution Goals are not met, Remediant will provide Customer with contact information to escalate such “Immediate” priority issue up through executive management of Remediant.

Support Policies & Procedures

Procedures

In the event that Customer discovers a problem with the Software, the following process will be used for problem reporting and resolution:

  1. Authorized Personnel:
    As soon as is practical after execution of the License Agreement, Customer shall provide Remediant with a list of up to 10 authorized personnel (the “Authorized Customer Representatives”) who are authorized to contact Remediant, which person(s) shall have the technical capability and authority to make appropriate decisions on behalf of Customer. Customer shall be responsible for providing Remediant with updated information (as necessary) regarding changes to such authorized personnel. Remediant shall have no obligation to take any action based upon a report from any person purporting to represent Customer unless such person is an Authorized Customer Representative and can provide sufficient information to verify his or her identity.

  2. Service Inquiry Secure Initiation (SISI):
    SISI means a support process in which Customer initiates a connection to Remediant servers, using Remediant Technology, in order to facilitate the evaluation, repair, update or other modification of the Remediant Technology in part or in whole. In order to assist Customer with any troubleshooting or investigation, Customer may be required to begin the SISI process, using Remediant Technology.
    The SISI process will create an outbound connection to Remediant’s servers, allowing Remediant personnel to remotely examine and modify Customer instance of Remediant technology.

  3. Required Problem Reporting Information:
    In order to minimize confusion, maintain security and streamline the communications between Customer and Remediant, when reporting a problem or when following up on a problem, the Customer Authorized Representative shall provide Remediant contact with the following information.

    1. The company name of the Customer and the particular component(s) of the Software that is (are) experiencing a problem; the name of the Authorized Customer Representative who is making the report; an e-mail notification address or alias to facilitate communication; and all relevant detail information regarding the problem;

    2. Other pertinent contact information, which shall include but not be limited to, a telephone number and email address for the Authorized Customer Representative.

Problem Report Response

In response to a problem escalation, the Remediant representative will:

  1. Provide the Authorized Customer Representative with a service request number and work through Remediant-established escalation processes to facilitate timely resolution of the problem per the “Priority Level Assignments and Response Times” table above.

  2. Provide the Authorized Customer Representative with updated information specific to the problem per the “Priority Level Assignments and Response Times” table above.

Issue Tracking

Remediant Customer shall reference the applicable service request number in all related communications.

Actions Upon Closure

Upon issue closure, Remediant shall submit the issue back to the Authorized Customer Representative for verification, which verification shall not be unreasonably withheld or delayed. Once verified, the problem report will be closed.

Customer Obligations

As a precondition to Remediant’s obligations for Support Services , Customer shall cooperate with Remediant in order to facilitate Remediant’s problem resolution, including without limitation such that Customer shall (i) promptly notify Remediant when it believes that a problem requiring technical support has arisen, (ii) cooperate with Remediant with respect to troubleshooting and/or resolution of the problem and (iii) furnish Remediant with such relevant information as Remediant may reasonably require in order to provide technical support such as screen shots of actual problem and supervised access to environments where error exists or is replicated.

Service Exceptions

Remediant recognizes that Support Services may be requested in circumstances caused by issues over which  Remediant has no control, including those incidents caused by (a) the failure, non-performance or non-availability of any equipment, connections, configurations or services that are not under the direct control or supervision of Remediant and/or (b) actions of a third party not under the direct control or supervision of Remediant or its vendors or subcontractors and/or (c) a Force Majeure Event. In all of these cases, Remediant will provide expedient and best effort support, but the above Response Times and Resolution Goals shall not be applicable.

Definitions

“Initial Response” means the first contact by Remediant provided to Customer after the Authorized Customer Representative has submitted a service request through the escalation procedure specified below. This response may be in the form of an email message, phone call or personal acknowledgement and will contain a service request number for tracking purposes.

“Resolution Goal” means the time period within which problem resolution should be attained as set forth below. A Resolution Goal may be temporary subject to patch releases and further Updates and Upgrades in the future. .

“Update Interval” means the maximum response time from the receipt by Remediant of Customer’s communication and the following initiation of communication by Remediant to Customer where the status and plan of action for the service request is communicated for the purposes of keeping Customer informed of the progress being made to resolve the problem reported through the service request, gathering additional details for support or troubleshooting purposes or communicating a resolution of the problem to Customer.