For Technical support, please call:
877-845-4668
Our PhireTechnical Support (PTS) team can be reached
8:00am EST through 8:00pm EST.
Email Service Requests to:
support@phire-soft.com
You can submit Email Service Requests 24 hours a day, 7 days a week
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| Technical Support PoliciesEffective Date: 01-March-2010 |
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| Phire Technical Support Level |
| Software Update License & Support All Phire Architect Program releases receive Software Update License and Support. Software Update License and upport is the standard level for all Phire Technical Support (PTS) and consists of: |
- Program updates, fixes, security alerts, critical patch updates, and upgrade scripts
- Major product and technology releases, which includes general maintenance releases, selected functionality releases, and documentation updates
- Assistance with service requests via Telephone from 8 AM EST to 8 PM EST, Monday through Friday
- Submit online service requests using your Phire Application 24 hours a day, 7 days a week
- Email service requests to support@phire-support.com 24 hours a day, 7 days a week
- Non-technical customer service during normal business hours
- Service Request Response Guidelines: Reasonable efforts will be made to respond to service requests per the following guidelines:
- 90% of Severity 1 service requests submitted by you will be responded to within 4 local business hours
- 90% of Severity 2 service requests submitted by you will be responded to within 8 local business hours
- 90% of Severity 3 service requests submitted by you will be responded to within the next local business day
- 90% of Severity 4 service requests submitted by you will be responded to within the next local business day
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| Severity Definitions |
| The service request severity level is selected by you and Phire and should be based on the following severity
definitions: |
| Severity 1 Your production use of the supported programs is stopped or so severely impacted that you cannot reasonably continue work. You experience a complete loss of service. The operation is mission critical to the business and the situation is an emergency. A Severity 1 service request has one or more of the following characteristics: |
- Data corrupted
- A critical documented function is not available
- System hangs indefinitely, causing unacceptable or indefinite delays for resources or response
- System crashes, and crashes repeatedly after restart attempts
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For all supported Phire programs reasonable efforts will be made to respond to Severity 1 service requests within four (4) hours during local business hours, excluding holidays; local business hours are Monday through Friday 8:00 A.M. to 8:00 P.M. Eastern Standard Time of the North America region.
24 Hour Commitment to Severity 1 Service Requests for all supported Phire programs: PTS will work 24x7 until the issue is resolved or as long as useful progress can be made. You must provide PTS with a contact during this 24x7 period, either on site or by pager, to assist with data gathering, testing, and applying fixes. You are requested to propose this severity classification with great care, so that valid Severity 1 situations obtain the necessary resource allocation from Phire. |
| Severity 2 You experience a severe loss of service. Important features are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion. |
| Severity 3 You experience a minor loss of service. The impact is an inconvenience, which may require a workaround to restore functionality. |
| Severity 4 You request information, an enhancement, or documentation clarification regarding your software but there is no impact on the operation of the software. You experience no loss of service. The result does not impede the operation of a system. |
