ServiceRocket is in the business of making our customers successful. That means providing expert technical support for our partner's software solutions by our global support staff. ServiceRocket support engineers are expertly trained and dedicated to the software products they support.
Our support engineers are located in every one of our support facilities around the world including Australia, Chile, Malaysia and the United States, meaning that we are here to support you 24 hours a day, 7 days a week, 365 days a year.
Enterprise support coverage spans the full lifecycle of your solutions - from prototype to mission-critical production environments and everything in between.
|Support Engineer Availability||8x5 Availability||24x5 Availability||24x7 Availability|
|Support Options||Email and Online Support Only||Phone, Email and Online Support||Phone, Email and Online Support|
|Initial Response Time||4 hours||2 hours||90 minutes|
|Minimum Contract Term||1 year||1 year||1 year|
|Maximum Support Hours||Up to 10 hours a month||Up to 20 hours a month||Up to 40 hours a month|
* EST for US customers, excluding US public holidays. AEST for Asia Pacific customers, excluding NSW public holidays.
Support for your Solution and Environment, not just the products.
Whether it’s the assurance that you can pick up the phone and talk to someone that will own your problem, or just that extra bit of assistance during a crucial upgrade, our team is here to help. We’ve been providing solution support for many of our customers since we commenced in 2001. Our team bridges the gap between technology vendor support services and the specific support requirements that every customer has behind the firewall. We’ll take the time to work with you to support your solution, end-to-end, with a range of packages (Gold and Platinum).
What to expect from ServiceRocket
ServiceRocket's success is built on the best available, most reliable expertise; best-practice driven methodologies and a set of core values focused on the target project outcome and delighting the customer. Our support offerings are the ideal way to ensure that your investment in Atlassian or any of our other partner's systems is protected and delivering the best-possible return.
Gina Lanzafama, Director of North American Full Service, Greenfield Online
"ServiceRocket provided the crucial link between our IT staff and the successful implementation of the Atlassian JIRA issue tracking platform. ServiceRocket's consultants provided services over a period of several months, continually demonstrating an ability to meet our high expectations of customer service and technical expertise."