Supearior Support FAQ and Guidelines

What's a "case"?

We define a case as any individual support issue and the steps and resources needed to resolve it. A single support case is a problem that can't be broken down into subordinate problems. If it can be broken down into smaller problems, or cases, each problem shall be considered a separate case. A case may require multiple contacts and offline research to achieve the final resolution. 


What's the expected response time?

Response time will be between 4 and 8 hours, depending on the severity of the case.


Severity

Nature of Issue

Response Time

Severity A

Critical business impact

4 hours initial response time

Severity B

Moderate business impact

6 business hours initial response time

Severity C

Minimum business impact

8 business hours initial response time



Please note that these hours are only applicable/begin during our business hours; we are available Monday through Friday, 9 AM to 5:30 PM (excluding holidays). Moreover, response time does not correlate to resolution time. 


What is not supported?

  1. Customer proposals for product features
  2. Onsite support
  3. Writing or review of custom code
  4. API Support
  5. Third-party applications
  6. Developer support for third-party add-ins, APIs, etc. 
  7. Custom server connections
  8. Custom email domain connections

What's considered an acceptable solution to the problem?

The customer/technical support agent assigned to your case will walk you through the issue you are experiencing to understand fully the scope of the problem. The case will remain open either until the case is solved, or in the duration of our team waiting for a response from you. If we see no activity from your side for more than two days, the case will be marked as closed due to inactivity. With that being said, you are more than welcome to reopen the case by responding to the email thread. 


Am I guaranteed a solution?

Although our customer/technical support agents will make best efforts to resolve your issue, Supearior cannot guarantee to resolve all issues, due to the diversity of our customers’ configurations. 


What information do I need to submit a case?

When you submit a new case, kindly ensure that you provide us with pictures, videos, etc. so that we may get a better understanding of the issue it is you are experiencing. In addition to that, if the issue is related to the Cloud Subscription Service, please provide us with your username and password so that our technical team can log in and perform the necessary diagnostics.