Last updated: 17 September 2024
We are here to help
The Rhodium Systems Support Team is here to help Self-Managed and ResorsIT.com customers. We want to ensure that ResorsIT works as expected.
Contact Support
Have questions about billing, purchasing, subscriptions or licenses? We’re here to help! No matter what plan you have purchased, Rhodium Systems Support will respond within 8 business hours.
Open a Support Ticket by emailing: support@rhodium-systems.io
Self-managed ResorsIT customers may also receive:
Self-managed ResorsIT customers may also receive support from a Support Engineer to work with your technical team around any issues encountered after an implementation is completed in cooperation with our Customer Success team.
Upgrade assistance: A Support Engineer will review and provide feedback on your upgrade plan to help ensure there aren’t any surprises.
Phone and video call support
Rhodium Systems does not offer support via inbound or on-demand calls.
The Rhodium Systems Support engineer communicates with you about your tickets primarily through updates in the tickets themselves. At times it may be useful and important to conduct a call, video call, or screensharing session with you to improve the progress of a ticket. The support engineer may suggest a call for that reason. You may also request a call if you feel one is needed. Either way, the decision to conduct a call always rests with the support engineer, who will determine:
- whether a call is necessary; and
- whether we have sufficient information for a successful call.
Once the decision has been made to schedule a call, the support engineer will:
- send you a link (through the ticket) to our scheduling platform or,
- in the case of an emergency, a direct link to start the call.
Update you through the ticket with: (a) an agenda and purpose for the call, (b) a list of any actions that must be taken to prepare for the call, and (c) the maximum time allowed for the call. Please expect that the call will end as soon as the stated purpose has been achieved or the time limit has been reached, whichever occurs first.
During a screensharing session Support Engineers will act as a trusted advisor: providing troubleshooting steps and inviting you to run commands to help gather data or help resolve technical issues.
Note: Calls scheduled by Rhodium Systems Support are on the Zoom platform. If you cannot use Zoom please discuss alternatives with your support representative.
Please Note: Attempts to reuse a previously-provided scheduling link to arrange an on-demand call will be considered an abuse of support, and will result in such calls being cancelled.
Resources
Additional resources for getting help, reporting issues, requesting features, and so forth are included in the online documentation.
Experiment & Beta Features
Experiment Features
Experiment features are not yet completely tested for quality and stability, may contain bugs or errors, and prone to see breaking changes in the future. As such, support is not provided for these features and issues with them or other code changes should be addressed with your contact in the Development organization.
Beta Features
Your Support Contract will cover support for Beta features. However, because they are not yet completely tested for quality and stability, these features may contain bugs or errors. Troubleshooting will require more time and may need assistance from Development. Support will be conducted on a commercially-reasonable effort basis.