Overview

Ravnur offers Technical Support to Customer’s named Service Administrators and/or to Customer’s Tier 1 support desk, depending on the subscribed level of support. Technical Support includes the reporting, management and resolution of Incidents (i.e. cases where the Services are not performing as described or intended), and if subscribed to, the resolution of end user support tickets escalated by Customer’s Tier 1 support desk.

Different reporting and interaction channels are available to Customer’s named Service Administrators and Tier 1 support desk personnel depending upon the type and severity of the support case. The type and severity of the support cases initiated by Customer also govern the response times.

All reported support cases receive a unique tracking code which both Ravnur and Customer will use to manage the case until resolution. For Incidents reported by Customer or discovered by Ravnur, Ravnur will follow the Incident Management Procedure included in this document.

Role of Customer’s IT environment in the performance of the Services

The uploading, processing and delivery of multi-media files are affected by many factors outside of Ravnur’s control. Network configurations (QoS settings, blocked ports, etc.), network congestion, custom browser plugins, out-of-date graphics drivers in desktop images, faulty encoding, etc. may impact Ravnur Services.

It is therefore necessary that Customer provide Ravnur with access to technical staff versed in the configuration and operation of Customer’s IT environment (e.g. applications, devices and hardware and network configuration) in order to resolve reported issues that may be affected or caused by Customer’s IT environment.

Depending on the Support Level you subscribe to, resolution of Incidents that are attributed to causes outside of Ravnur’s Services may be charged to the Customer at Ravnur’s then standard rates. However, regardless of the subscribed Support Level, Ravnur will not charge for reported Incidents with causes attributable to Ravnur Services.

Incident reporting

The customer shall provide timely and sufficient documentation for Ravnur to reproduce the reported issue. This includes, but is not limited to, a detailed description of the issue; device, browser, operating system and network connection; network traffic logs and console reports; and any other information reasonably requested by Ravnur.

Support channels

Email. Intended for Customer Service Administrators and Customer Tier 1 help desk personnel. Sending a support request to support@ravnur.com will open a support ticket.

Web ticketing system. Intended for Customer Service Administrators and Customer Tier 1 help desk personnel. Clicking on "Open a ticket" on the page at https://docs.ravnur.com will open the support ticket web form and allow you to enter relevant information for the ticket.

Online FAQs and Knowledge Base. Intended for end users, Service Administrators and Tier 1 help desk personnel. Ravnur maintains a support and documentation portal with FAQs relevant to the Ravnur Services. It gives users a searchable repository of information about the configuration and operation of Ravnur Services and includes troubleshooting information to help users quickly solve common issues.

Incident Severity Levels

All issues identified by Ravnur or Customer are assigned a Severity Level by Ravnur Support and are addressed according to the priority. Ravnur Support reserves the right to change the Severity Level due to technical or business considerations.

The table below describes the Incident Severity Levels used to define response times and Support Desk availability for the support levels offered by Ravnur.

Support level descriptions

Standard. Standard support is required for all subscriptions. Named Service Administrators can report Incidents via email 24/7. Responses will be delivered during business hours, M-F 0800-2000 EST, except in the case of Severity Level 1 Incidents. Ravnur Support Desk personnel will record the Customer company name, contact name and Incident details and will respond with an Incident Tracking Number. Ravnur will use commercially reasonable efforts to promptly resolve each Incident. A resolution may be a fix, a workaround or other action in Ravnur’s reasonable evaluation.

Enterprise. In addition to the features of Standard Support, Enterprise Support includes 24/7 phone access to the Ravnur Support Center for all Incident levels by both Named Service Administrators and Customer Tier 1 Help Desk. Response times for support requests are listed in the table below. Pricing for Enterprise Support is given in the Service Order.

*All calls will be answered within 2 minutes

Ravnur Service Interruption Communication Process

In the unlikely event of a service interruption, Ravnur will communicate several different times throughout the issue management process.

Service Interruption Notification – Customers will be provided with an analysis via email within 1 hour after internal Ravnur confirmation that a service disruption has occurred. The notification will be sent to the Emergency Contact distribution list provided by the customer. If you have not been contacted by Ravnur regarding a suspected service interruption, please contact Ravnur Support with as many details as possible. If you are not able to connect during periods of heavy call volume, we recommend taking advantage of the email channel. If you are not able to reach Ravnur Support in cases of suspected service interruption, please contact your Account Manager (if applicable), who will be kept updated as to the situation.

Periodic Updates – Ravnur Support will make every effort to send updates to the Emergency Contact distribution list every two hours while the service is not operational.

Service Operational Notification - When operational performance returns, a notification email will be sent to the Emergency Contact distribution list. Ravnur Support will make every effort to send an update on the issue every 48 business hours until a root cause analysis is completed and sent to the customer.

Escalation policy

Incidents as described in the Severity Level table should be reported in a timely manner to Ravnur Support via the designated channel for the subscribed level of support. Ravnur Support will assign a tracking identification code (ticket ID) for each technical issue reported by the customer and communicate it to the affected departments. Unique ticket IDs will be used to track all communication:

1. For Severity Level 1 issues, Ravnur Support will follow the procedures outlined in the Service Interruption Communication Process above.
2. For Severity Levels 2, 3 and 4 issues, Ravnur Support will troubleshoot the issue following the Standard Operating Procedures below. This process assumes a contact at the customer has been assigned to troubleshoot and communicate with Ravnur Support.
3. Initial Incident Report – Once a question or issue has been identified by Ravnur or a customer administrator/supervisor, the customer will follow their internal escalation process. The designated customer contact will then escalate to Ravnur Support.
4. Customer Troubleshooting – The designated customer contact will consult the Ravnur Knowledge Base for information about the issue and the Ravnur Issue Reporting Checklist to troubleshoot the issue internally prior to contacting Ravnur Technical Support.
5. Incident Logging with Ravnur Support – The designated customer contact will log the issue with Ravnur Support via the designated channel for the subscribed level of service. The customer contact should be prepared to answer applicable questions on the Ravnur Issue Reporting Checklist. Ravnur Support will confirm understanding of the question or issue with the designated customer contact to ensure that all parties fully understand the issue.
6. Incident Response – Ravnur Support will assign a tracking ticket ID, answer the question or resolve the issue and email the designated customer contact with an explanation of the resolution.
7. Incident Updates – If an issue cannot be resolved at the time the incident is reported, timeliness of resolution and follow up communication will depend upon the Severity Level assigned to the issue. Follow up emails will then be sent within the designated time periods to the designated customer contacts until the issue is resolved and root cause analysis is completed.
8. Explanation – Once the issue has been resolved and root cause analysis completed, a technical explanation will be provided by Ravnur Support via email. At that time, a request will be made by Ravnur Support to close the ticket.

Issue Reporting Checklist