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Support Services
The Relavis Support Center operates Monday through Friday, 8 AM to 6 PM Eastern time. You may make requests, report any product issues, or access information from the Relavis Support Center via:
Phone: +1 212-995-2900
Fax: +1 212-995-2206
Email: support@relavis.com
Web Self-Service
Maintenance provides access to the Relavis Support Center via email, web or telephone. Maintenance also entitles customers to all product upgrades. There are two types of upgrades: Service Releases and Base Releases. Service Releases are incremental enhancements to the software, including fixes and patches. Base Releases represent a “full” release of the software with enhancements and new functionality. Upgrading of specific customization is not included with maintenance.
All maintenance customers will be assigned a Support ID number, which is a required means of identification when contacting the Support Center . This also includes distribution of a web ID for access to our knowledge base (Relavis Knowledge Base) where available patches for base product bugs reside. A web ID and password is distributed along with the product shipment and can be used by anyone within your organization.
Answers to base product questions, resolution of installation issues and resolution of limited customization problems and questions are provided. All customization problems will be analyzed on a case-by-case basis. Some customization issues may be escalated to our consulting services group for resolution and will be billable at current consulting services rates.
