RESPONSE TIME

How quickly your support incidents are addressed depends on the assigned severity.

RENOVA's Support Team assigns the severity of the issue when you open the case. All incidents managed by RENOVA's Support Team are classified into one of the categories listed in the table below.

 

CASE TYPE	DEFINITION	RESPONSE
CRITICAL	A critical issue is when a business-critical software component is inoperable or down and the Payroll or Time & Attendance software is unable to process any transaction. In these events, the system is entirely down.	4 HOURS
HIGH	A high severity issue refers to transactional events where the client can do some transactions in its Payroll or Time & Attendance software but experiences problems that slow it down or make it difficult to complete certain transactions.	8 HOURS
MEDIUM	A medium severity issue is an event where the software is fully transactional, but the client is experiencing a non-transactional problem or has a question.	NEXT BUSINESS DAY
LOW	Low-level issues are situations that are a more exploratory type of questions, such as "what if."	2 BUSINESS DAY

If you experience an issue, please contact Support.

 

Support hours are defined as Monday through Friday, except for legal holidays from 8:00 a.m. to 12:00 p.m. and 1:00 p.m. to 5:00 p.m., AST.

Support outside of these hours is available upon request and must be scheduled before the time required.