Support Policy

Revolution Steet WXS is dedicated to providing our customers with high-quality product support. In order to ensure that your experience with our support system is consistent and effective, we provide the following support policy. Revolution Steet WXS reserves the right to alter this support policy at any time.

Technical Support

At Revolution Steet WXS, we pride ourselves on providing the best support experience possible. Our support staff routinely helps to troubleshoot problems, provide advice on best practices, and get you back on track to move forward with your project. Just like in our software, we don’t like to impose arbitrary limits; that’s why we don’t hinder your use of our support through restrictive contracts. You won’t see hard limits on how many tickets you can create, phone calls you can make, or the amount of time we’ll spend helping you. However, our support team is not infinite. As support is a limited resource, we must work together and have some ground rules to help prevent abuse of the system in order to keep wait times down and provide fair access to support for all our customers.

Usage Guidelines

In order to remain in good standing as a member of our support community, it is important to keep the following principles in mind.

  1. Support is not training. We offer many different types of excellent training and educational materials. Knowledgebase is, our free online e-learning platform, is an excellent place to learn how to use Revolution Steet WXS. And of course, our in-app help feature is an excellent reference with a wealth of information. While our support staff will often offer tips and advice in the course of troubleshooting, we, unfortunately, cannot offer ongoing consultative training as part of a normal support plan. Please make use of our other educational offerings in order to learn how to use our product.
  2. Designing and/or building your project is out of scope
    While our support staff will be happy to help you when you encounter a technical problem or point you in the right direction if you get stuck, they cannot offer substantive design or implementation guidance, or consulting. While we make Revolution Steet WXS as easy to use as possible, it still requires technical expertise in many different areas. In order to achieve your project requirements, many different disciplines may be required, including authoring Python scripts or writing SQL queries.
  3. Know your own infrastructure
    Revolution Steet WXS is installed on a wide variety of different computing platforms, both physical and virtual, and connects to a myriad of different devices, databases, and other systems. Our support staff are veterans of troubleshooting Revolution Steet WXS in many different kinds of architectures and configurations. We will happily assist in troubleshooting many different kinds of problems, but the scope of our support is limited to Revolution Steet WXS itself.
  4. Bring your experts
    When opening up a support ticket, it is important to have the experts on your systems available. Our support experience is an interactive one, where we will help troubleshoot live on your system if possible. In order to expedite the process, make sure you have the experts in relevant systems available for the troubleshooting process so that nothing is a “black box.”
  5. Abuse will not be tolerated
    We understand that many situations that require support are stressful, high-pressure, time-sensitive, costly, and intense. That said, we take any kind of abuse of our support reps very seriously. We will take immediate action against anyone who uses aggressive or harsh language, threatens, demeans, or otherwise engages in unprofessional behavior towards Revolution Steet WXS employees.

In order to ensure that support remains as available as possible, we take care to monitor tickets for potential violation of these principles. To do this, we track a wide range of metrics and will work with customers who are routinely not following the principles laid out above. As a result, we may send you usage updates from time to time, give you gentle reminders, or, in more severe cases, be forced to de-prioritize your tickets in the support queue. In the most extreme circumstances, we reserve the right to unilaterally suspend or terminate access to support for any individual that is violating the above guidelines.

Ticket Classification

Revolution Steet WXS support uses a two-category classification system for every ticket that is submitted: Warranty and Support.

  • Warranty: This classification covers issues within the first 30-days of go-live/beneficial-use.

    • A gateway will not start
    • Functionality that was working stops, with no clear changes that should have affected it
    • An upgrade changes behavior or functionality
    • The software cannot be used in a documented manner
  • Support: All items/issues after the initial 30-day period.

    • Not knowing how to accomplish a goal
    • Unsure of the best way to approach a problem
    • Data is not exactly what is expected
    • The problem statement focuses on technologies peripheral to Revolution Steet WXS, such as SQL, networking, etc.

Ticket Severity

Along with the classification structure, we also use a ticket severity metric to help determine how Support tickets are prioritized within the support queue. There are four levels of ticket severity into which all incoming support tickets are categorized.

  • Sev1- Critical Level, Major Impact (Entire Warehouse is down)
  • Sev2 - Major Level, Significant Impact (part of a Warehouse down)
  • Sev3 - Minor Level, Low Impact (throw on lane is down)
  • Sev4 - no impact to production or throughput

Consultative tickets are other issues that have been deprioritized in the course of being handled.

The assignment of severity to tickets occurs during the first communication with WXS Support at the time of ticket submission when submitted by phone. If a ticket is submitted via the web portal, user can assign the SEV level.

How Prioritization Occurs

Tickets are prioritized within the support system by taking into account Support Plan Type, Ticket Severity, and Last Response Time (amount of time since last customer inquiry). The remaining tickets are then sorted into a queue to be actively handled by the Revolution Steet WXS support staff. In general, tickets submitted by accounts having a “higher” support plan type will be serviced first; however, plan type is not the only factor used to determine response priority; severity and wait times are also taken into account in the ordering of the ticket queue.

Scope of Support

Revolution Steet WXS Support is committed to providing assistance with troubleshooting a wide range of problems and design challenges. We work with you to evaluate, troubleshoot, and consult on issues across Revolution Steet WXS's, subsystems, modules, architectures, and connections. We understand navigating the various adjacent systems associated with Revolution Steet WXS can be difficult, complex, and challenging. With this in mind, we strive to provide support through recommendations, references, and KBA’s to help navigate these systems. What is not provided is assistance with installing, configuring, or altering settings for any external systems beyond Revolution Steet WXS architecture and software. Examples of external systems include VM servers, cloud hosting services, databases, and network infrastructure

Support plans are available in three tiers: Priority, Total, and Basic Care. We provide unlimited phone and 24x7x365 emergency support across our Priority and TotalCare packages. Unlimited Web Portal access is available across all Support plans.

### Telephone Support

Technical support via telephone is available for customers for all software under a PriorityCare or TotalCare plan. Our telephone support is often enhanced by the use of VPN, which lets our representatives actually see your issue live over the Internet, reducing incident resolution times to a minimum.

The support department can be reached by calling (844) 473-6787. When calling after hours, you will be given the option to be redirected to the emergency support line. After-hours support is available 24x7x365 for customers who are eligible for phone support and is billed at $400 per hour with a four-hour minimum.

Post-Sales Support

Each software purchase comes with 30 days of free telephone technical support. After the initial free period, telephone support is available with the purchase of a PriorityCare or TotalCare plan. If PriorityCare or TotalCare is purchased during this time frame, then it is valid for 12 months starting when the 30-day complimentary support ends.

Revolution Steet WXS will also provide limited telephone technical support for prospective customers.

Electronic Support (Forum and Web)

Revolution Steet WXS is proud to offer free electronic product support via forumemail, and support web portal.

Software Updates

At Revolution Steet WXS, we are constantly improving our software, both in features and reliability. To better keep track of each iteration of our software, as well as to coordinate upgrades, we assign version numbers to both the Revolution Steet WXS platform as a whole, as well as to each module.