Should you as a client of RenWare, Inc. submit a support request via one of our approved support channels, we commit to responding with a (24) hour business hour period, excluding national holidays, from the time of your initial submission.
While we promise to use reasonable efforts to provide support in accordance with this Service Level Agreement ("the SLA"). However, RenWare, Inc. nor any of its agents will be responsible for any delays caused by or introduced by the client for reasons beyond our control.
Support Channels
You may submit a support request using out ticketing system found here: RenWare Support <add link once the support channel is up and running>
RenWare Support Includes:
- Assistance with configuring and using our products per our established best practices.
- Assistance with troubleshooting issues with our products.**
- Assistance with issues around installing and upgrading our products.
**IMPORTANT NOTE: RenWare, Inc. nor any of its agents is responsible for support and troubleshooting activities on the client's instances unless client has a Service ("the Services") contract with RenWare, Inc. because we will not have direct access to your systems otherwise. In the event of client not having a Service based contract with RenWare, Inc., we will require the necessary approvals for the client's side in accordance with their internal policies. In the event, client's internal approvals are denied, RenWare, Inc. and any of its agents will be responsible for resolving client's issues with our products.
RenWare Support Does Not Include:
- Phone support of any issues related and not related to our products.
- Product training for your internal users.
- Support for Jira and Confluence that are not related to our product line.