Premier Support
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
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.