Definition of RunMyJobs® Support Services

 

Redwood Software has a worldwide customer base. To support this customer base Redwood Support Services are available 24x7 from different locations around the world, in a follow-the-sun setup.

Redwood Support Services provide support to all customers of the RunMyJobs cloud based scheduling software service dependent on their Service Level.

The RunMyJobs products contain built-in web-forms that allow you to report bugs or errors directly to Redwood Support Services in the form of a “support ticket”.

Issues that will be dealt with in a “support ticket” are limited to reporting bugs, errors, or unavailability of services. Guidance or Training on how to use the product is not part of the Support Services provided for any of the RunMyJobs Service Levels; in these cases Redwood Support Services will refer you to one of its affiliates that provide Training Services and/or Consulting Services for the RunMyJobs products.

“Business Day” is defined by the Support Region the customer is located in, based on the initial City and Country entered during registration for the RunMyJobs services, and are defined as follows:

  • European Region: weekdays 08:00 – 17:00 Europe/London timezone
  • Americas Region: weekdays 09:00 – 21:00 America/New York timezone
  • AsiaPac Region: weekdays 09:00 – 19:00 Singapore timezone

In order for Redwood to perform support and maintenance services to the Software, scheduled downtime of the RunMyJobs services might be necessary.

The scheduled downtime (“Service Window”) as well as the corresponding functional changes to the Software will be announced on the RunMyJobs Web site five (5) Business Days in advance, indicating start time and estimated duration. A “Service Window” will always be planned outside of the “Business Day” times for a Support Region.

An “Emergency Service Window” as well as the corresponding intended fixes to the software will be announced on the RunMyJobs Web site two (2) Business Days in advance, indicating start time and estimated duration. An “Emergency Service Window” will always be planned outside of the “Business Day” times for a Support Region.

Following are the support entitlements for each of the RunMyJobs service levels:

Easy

RunMyJobs customers with Service Level “Easy” will be able to report bugs or errors via the built-in web-forms. The initial response time to all support tickets on this Service Level is 2 business days.

Advanced

RunMyJobs customers with Service Level “Advanced” will be able to report bugs or errors via the built-in web-forms. The initial response time to all support tickets on this Service Level is 1 Business Day for issues relating to a Production Environment, and 2 Business days for a Test Environment.

Enterprise

RunMyJobs customers with Service Level “Enterprise” will be able to report bugs or errors via the built-in web-forms. The initial response time to all support tickets on this Service Level is 1 Business Day for issues relating to a Production Environment, and 2 Business Days for Test and Development Environments. In addition to creating Support Tickets, RunMyJobs customers with Service Level “Enterprise” will be entitled to telephone support during the Business Day for their Support Region. All telephone support will however need to refer to an existing Support Ticket. So before calling Redwood Support Services customers are requested to create a support ticket describing their problem. The support engineer on duty may ask for the ticket number.

For an additional fee, RunMyJobs customers with Service Level “Enterprise” may subscribe to a comprehensive 24x7 support service.