This Policy sets out details of the standard technical support services provided by Tragon to its RedJade licensees.
RedJade users may request support by submitting a Support Ticket within the RedJade application or via email to firstname.lastname@example.org.
In order to help RedJade Help Desk Support to appropriately assess the priority level of the problem and respond within the target respond times set out below, each Support Ticket should include the following:
A description of the problem
Which statement in the Priority Matrix below best fits the situation
When the problem first occurred
RedJade Help Desk Support will automatically send a response acknowledging receipt of the Support Ticket and place the Support Ticket into the RedJade technical support queue.
For this purpose “Normal Business Hours” means M-F 8:00AM – 5:00PM CST excluding public holidays. Please note that while RedJade Help Desk Support will work hard to achieve the above time objectives, these do not represent a guarantee for performance.