Last updated: 10 July 2015
In order to maintain the highest level of quality and satisfaction with its software application, RizePoint Technology provides a Support Statement to provide guidance in your selection of technology most compatible with its products.
For all supported technologies, RizePoint implements two levels of support: Tier 1 and Tier 2.
The first level of support (Tier 1) represents RizePoint's highest level of commitment and support. All technologies identified as Tier1 will be documented and supported as follows:
• Tier 1 support is limited to those technologies RizePoint specifically identifies. See Supported Technology.
• Unless otherwise noted, RizePoint supports released Tier 1 technologies for two (2) years from their date of general release.
• Unless otherwise noted, RizePoint supports new major releases or Tier 1 technologies within 120 days of their general release.
• These technologies must be used in their original configuration and without custom modification.
Support for RizePoint products on Tier 1 technology will be provided with our standard warranty and support procedures.
The second level of support (Tier 2) is supported as follows:
• Unless otherwise noted, all remaining technologies not specifically identified as Tier 1 will be supported as Tier 2, unless specifically excluded. See Supported Technology.
• All support is provided on a "best effort" basis. This means some issues may not be escalated for immediate resolution, and there may be functionality concerns that will require a work-around or customized work with an accompanying engineering fee to resolve an issue.
• For hardware technologies like tablets and smartphones, if issues arise (and as needed), we may require that you send two devices of that same hardware and software configuration to assist us in resolving the issue.
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If you send hardware to RizePoint so that we can help resolve the current issue, it may not result in Tier 1 support for that device going forward. |