Support Services from raSA

At raSA we exclusively deliver our solutions through our cloud infrastructure built upon Amazon Web Services (AWS).  It is our belief that the long term management, maintenance and support of our solutions are critical for realizing return on investment (ROI).  Our choice to exclusively deliver solutions through our own infrastructure allows us to cost effectively provide those management, maintenance and support services.  This FAQ will explain details of our support services and how they may (or may not) apply to your project.  

What support services does raSA offer?

raSA breaks up its support services into four categories (Managed Hosting, Application Management, Technical Support, User Support) each with three distinct levels (Business Hours, Urgent, Emergency After Hours).  The following grid provides a convenient visualization.  raSA will work with you to determine which categories and levels make most sense for your project.  raSA offers comprehensive support contracts which cover all categories and levels for a flat monthly fee.

How are support services accessed?

All support requests should be sent to support@rasantiago.com. Phone support is available by special arrangement.

What is the response for Business Hours Support?

Business Hours support provides problem resolution within two business days.  Support requests submitted after 5PM PST will be counted as being received the next business day.  Resolution includes diagnosis of problem, analysis of questions, technical fixes, explanation of system or feature limitations and/or plan for further follow-up activities to fully resolve the issue.  

What is the response for Urgent Support?

Urgent support provides immediate response and resolution during business hours (8AM to 5PM PST).  Support requests submitted after 5PM PST will be counted as being received the next business day at 8AM PST. Any Urgent support request that requires work to continue past the end of business day (5PM PST) will be charged as an Emergency After Hours Support request for those hours outside of business hours. Resolution includes diagnosis of problem, analysis of questions, technical fixes, explanation of system or feature limitations and/or plan for further follow-up activities to fully resolve the issue.  

What is the response for Emergency After Hours Support?

Emergency After Hours support provides immediate response and resolution outside of business hours. Resolution includes diagnosis of problem, analysis of questions, technical fixes, explanation of system or feature limitations and/or plan for further follow-up activities to fully resolve the issue.

What is included in Managed Hosting Services?

Managed Hosting Services provides management for everything that happens below the web applications involved in your solution.  This includes maintaining and upgrading all server software, databases and configuration.  This also includes all backup and restoration services.  Backups are done every three hours and maintained for 30 days.

What is included in Application Management Services?

Application Management Services includes maintenance and upgrading of all application software involved in your solution.  This includes all upgrades and security patching as well as backup and restoration.  Backups are done every three hours and maintained for 30 days.  It does NOT include support for any custom software or modification of the software outside of normal upgrades and security patching.  

What is included in Technical Support?

Technical Support covers any technical problems or questions arising from custom software, applications, application configurations & customization and third party integrations.  

What is included in User Support?

User Support is focused on the questions and challenges faced by the people using your system.  User Support covers any questions related to usage of application software, customizations and custom software.

Does custom software and customizations come with any warranty?

Unfortunately, it is financially infeasible to provide an open ended warranty on custom software and customizations.  But, we do offer free technical support during customer acceptance testing.  Thereafter, our technical and user support services take over.