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The Future of Point-of-Sale & Service Solutions

Always Mobile - Manage Your Business From Anywhere 

Escalation Policy

Issues are Ordered by the Operational Importance Assigned by the Reliable Softworks Customer Support Representative:

 








Critical - system has failed. Support priority, immediate response within 1 hour.

High
- One or more people can’t work. Attention within 4 hours.

Important
- The system is producing erroneous results with limited workarounds. Attention within 1 days.

Medium
- Problem causing people to perform several extra steps. Attention within 2 days.

Low
- Problems which have already been reported, or problems where any available solution would take the same number of steps as an existing workaround. Attention for this will vary with the situation.

Enhancement -
A new feature of idea to enhance existing functionality. Recorded and worked on as time permits.