What is our Support Policy?

 

Royal Computer Consulting 

1) Technical Support Description

Royal Computer Consulting (“RCC”) provides Technical Support Services to its customers pursuant to the applicable agreement(s) between RCC and the customer (the “Agreement”). RCC Technical Support responds to customer requests for assistance to help evaluate, identify, and resolve technical problems encountered with RCC-supported products, platforms, systems, applications, and services (“Supported Services”) that are covered under an active support subscription, maintenance plan, or statement of work, as defined in the Agreement.

This document outlines RCC’s standard Technical Support policies and operating practices.

2) Obtaining Technical Support

Customers may obtain technical information and troubleshooting guidance through RCC-provided documentation and recommended vendor resources, where applicable.

Customers with an active support plan may request Technical Support by submitting a request to:

📧 Support Email:

Scott@RoyalComputerConsulting.com

Support requests must be submitted in writing to ensure proper tracking and response.

Before submitting a support request, customers are encouraged to review any available documentation and previously provided guidance relevant to the issue.

Upon receipt of a support request, RCC will create a support ticket and assign a ticket reference for tracking and communication purposes. All follow-up communication should reference the original request.

3) Support Hours & Response Commitment

Business Hours:

🕖 7:00 AM – 3:00 PM Pacific Time (PST)

Monday through Friday, excluding RCC-observed holidays.

Response Commitment:

RCC will make commercially reasonable efforts to respond to support requests within seventy-two (72) hours of receipt.

Response times may vary based on issue complexity, severity, customer availability, and dependencies on third-party vendors or platforms.

4) Scope of Technical Support

Technical Support Services include reasonable efforts to diagnose, troubleshoot, and resolve issues related to Supported Services.

Technical Support does not include, unless explicitly stated in the Agreement:

 

• Implementation or deployment services
   

• Training or education
   

• Consulting or advisory services
   

• Custom development or feature enhancements
   

• Hosting or infrastructure management
   

 

Requests outside the scope of Technical Support may be referred to RCC Professional Services under a separate agreement.

5) Submitting Support Requests (Required Information)

To facilitate timely resolution, support requests should include, where applicable:

 

• Subject: Brief summary of the issue
   

• Description: Detailed explanation of the issue, expected behavior, and actual behavior
   

• Business Impact: Severity and operational impact
   

• Environment: Production, staging, or development
   

• System URLs or Application Names
   

• Affected Components or Modules
   

• Steps to Reproduce
   

• Examples: Users, machines, endpoints, records, or transactions involved
   

• Date/Time of Occurrence (with timezone)
   

• Error Messages, Logs, or Screenshots
   

• Version Information: Software, OS, browser, or dependency versions
   

 

Insufficient information may delay investigation or result in the request being placed on hold until required details are provided.

6) Authorized Contacts

Support requests must be submitted by customer-designated Authorized Contact(s).

Authorized Contacts must have sufficient technical knowledge and authority to:

 

• Coordinate troubleshooting efforts
   

• Approve access and configuration changes
   

• Communicate clearly with RCC regarding system behavior and risk
   

 

Customers are responsible for keeping Authorized Contact information current.

7) Access for Investigation

When necessary, RCC may request temporary access to customer systems, environments, or test instances to reproduce or diagnose issues. All access must comply with customer security policies and the Agreement.

If an issue is determined to be caused by environmental, hardware, network, or third-party factors outside RCC’s control, RCC may provide recommendations and continue assistance once those conditions are addressed.

8) Ticket Lifecycle & Closure

A support request remains active until RCC has:

 

• Investigated the issue
   

• Communicated findings or resolution steps
   

• Provided a workaround or determination, where applicable
   

 

RCC may mark a ticket as Solved if:

 

• No response is received from the customer for five (5) business days
   

• The customer confirms the issue is resolved or no longer requires assistance
   

• The system is operating as designed
   

• The request is out of scope or a feature enhancement request
   

 

If no further communication is received within five (5) business days after being marked Solved, the ticket will be considered Closed.

9) Escalation

RCC will internally escalate business-critical issues as appropriate. Customers may request escalation by noting the request in their support communication.

10) Customer Obligations

Technical Support Services are conditioned upon the customer:

 

• Maintaining systems that meet vendor and platform requirements
   

• Applying recommended patches and updates in a timely manner
   

• Providing reasonable access, logs, and cooperation
   

• Eliminating conflicts caused by third-party tools or changes
   

• Submitting separate requests for unrelated issues
   

 

11) End of Support

Support availability is subject to version lifecycles, vendor end-of-support policies, and the terms of the Agreement. RCC will provide notice when support for a system or service is discontinued.

12) Policy Changes

Royal Computer Consulting reserves the right to modify or update this Technical Support Services Policy at any time. In the event of a conflict between this policy and a customer Agreement, the Agreement shall govern.