Premier Support includes all the services offered in Enterprise support in addition to the following:

Advanced Monitoring & Alerts

  • Advanced Monitoring and Application Insights

    • Each customer instance has dashboards and alerts to enable Support to easily identify, investigate and resolve any API or customer integration connectivity issues.

    • We monitor key metrics and performance statistics. This allows Support to identify and address process run issues before users are impacted.

    • Azure Alerts are monitored by the Customer Support Team via mobile devices. This gives the team greater flexibility outside of operating hours.

    • Alerts are sent by Email, Azure App Alerts (iOS and Android), and Text Message.

  • Improved Scalability and Business Sustainability

  • Simple and Effective Disaster Recovery

  • Advanced-Data Analytics and Business Insights

Direct Access to SaaS Technical Support Manager

  • SaaS Technical Support Manager

  • Direct Line: 720-407-7893

  • E: support@revedia.com

  • Response by email, support ticket for phone within 4 hours.

An Assigned Customer Advocate

  • Premium Support provides a Customer Advocate who acts as a single point of contact for assistance when working with any SAIM functional organization, including assistance in working with Customer Support Management to resolve critical issues.

  • Scheduled Meetings with the Customer Advocate

    • These Meetings are to review the success and status of your SAIM solution.

    • Follow-up action on any tickets, concerns, or questions.

    • Previews of upcoming product releases, including facilitating access to SAIM Product Management.

24x7 Global Customer Support

  • Premium Support provides 24x7 Customer support for S1 - Critical and S2 - High errors.

  • Premium support includes expanded hours for S3 - Medium and S4 - Low inquiries to 4:30 am MT to 6:00 pm MT Mountain Time, Monday through Friday, excluding SAIM corporate holidays

  • API and integration monitoring, troubleshooting, and resolution. Including customer alerts and access to monitoring dashboards.

  • Customers access support via support@revedia.com or the hotline.

Access to Jira Ticketing

  • Customers will receive credentials allowing access to the Jira portal to create and review tickets and also see reports.

  • Customers may also choose to receive monthly ticket reports by email.