This Policy sets out details of the standard technical support services provided by RedJade Sensory Solutions, LLC to its RedJade Clients.
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 response times, each Support Ticket should include the following:
- A description of the problem
- The Project ID (PID) or relevant URL
- When the problem first occurred
- A screen-shot
- Any additional information that is relevant to resolving the issue
- A telephone number where the individual reporting the problem can be reached
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.