Support

For General Inquiries:

RISC Networks, LLC

Hours of Operation: 8 AM - 6 PM EDT (Excluding Weekends and Holidays)

Telephone: 1-866-808-1227

FAX: 1-866-839-3586

E-mail: info@riscnetworks.com

For Support & Maintenance:

  • RISC Networks subscriptions provide email only support. To purchase phone support Click Here
  • To Open a Support Ticket: Use the "Request Help" option within the platform Login
  • Software service maintenance, which includes maintenance releases, enhancements, new versions, additions and modifications to the service, that it provides to all other customers under support for no additional fee.
  • Bug fixes to bring the service into substantial conformance with its then current user guide.
  • Resolution Process
    • Trouble Ticket opened
    • Assign engineer to determine and correct the error
    • Periodic reports on the status of the correction
    • Initiate work to correct the error
  •  Scheduled Outages are usually scheduled on weekends and customers are usually notified via email

Phone Support

Phone Support can be purchased in three (3) tiers:

 

Package 1

$400

Includes unlimited email tickets and two (2) phone support tickets, M-F 8 AM - 6 PM (EDT), 4 business hour response time

Package 2

$900

Includes unlimited email tickets and five (5) phone support tickets, M-F 8 AM - 6 PM (EDT), 4 business hour response time

Package 3

$1500

Includes unlimited email tickets and ten (10) phone support tickets, M-F 8 AM - 6 PM (EDT), 4 business hour response time