Learn more about PowerReviews' Support Offerings, response time, case severity, and maintenance windows below. Please review this article before submitting a case to PowerReviews Technical Support, and contact your Customer Success Manager if you have any questions related to the Support Offerings listed.
This article contains the following sections:
- Available Support
- Initial Response Times
- Case Severity Descriptions
- Escalating Urgent/Critical Support Requests
- PowerReviews Maintenance Windows
- Browser Support
PowerReviews Technical Support personnel are available during our business hours: Monday-Friday, 8am-5pm Central Time.
For regular support of non-urgent issues (feature requests, pre-Production questions/issues, scheduled downtime, non-customer facing issues, etc.), you can open a ticket with the PowerReviews Technical Support team by sending an email to firstname.lastname@example.org with details about your problem or request, or by contacting your dedicated Customer Success Manager. PowerReviews strives to respond to all incidents within specific time frames, based on the Case Type and Severity Level, as shown in the tables below.
If you are currently working with an Implementation Team, all requests related to your project should be directed to your Implementation Project Manager (IPM) and Technical Implementation Consultant (TIC). Please do not open a case with PowerReviews Technical Support, as they will be unable to provide assistance and will forward all inquiries back to your Implementation Team for follow-up during our business hours.
Initial Response Times
The following table provides general guidelines regarding Case Type and PowerReviews' estimated response and resolution timeframes.
|Case Type||PowerReviews Technical Support Initial Response Time|
|Critical Cases during business hours||2 business hours|
|Critical Cases outside of business hours||6 hours|
|Non Critical Cases||1 business day|
|Moderation*||3 business days|
*Pharmaceutical moderation requirements vary and abide by a 24-hour guideline.
Case Severity Descriptions
PowerReviews Technical Support strives to respond to all P1/Critical incidents within two (2) business hours. Subsequent responses and estimated resolution timeframes are based on the individual Severity Level.
|Severity Level||Description||PowerReviews Action||Example|
|A vital business process is severely affected without an available workaround.||
Initial Response in 2 business hours (6 hours outside of business hours)
|System is generally available, however, some specific functionality is unavailable. The user experience is sub-standard, but is acceptable for a short period of time.||
Initial Response within 4 business hours.
|P3/Normal||System availability and performance are generally operating properly, except for issues affecting only a small subset of users, or issues that occur only intermittently.||
Initial Response within 1 business day.
Escalating Urgent/Critical Support Requests
We offer 24/7 emergency support for P1/Critical issues. If you have an issue that meets the definition of P1/Critical in the Case Severity Descriptions table above, you may escalate the issue using the following steps:
1. First, you must submit a ticket to email@example.com, including screenshots and any other information to help us understand and troubleshoot the issue you are experiencing.
2. You will then receive a confirmation email confirming receipt of your ticket submission. This email will include a case number.
3. Finally, send a separate email to firstname.lastname@example.org with a summary of your issue and the case number you were given. This notifies the on-call Technical Support Analyst, who will reply with an update to your ticket within 1 hour.
PowerReviews Maintenance Windows
The maintenance window for the PowerReviews Portal is every other Wednesday from 7pm-9pm Central Time. During this time, it can be rendered unavailable for a small timeframe or the entire 2-hour window.
You should generally expect this maintenance to happen, but it is confirmed 1-2 days prior via a system message that appears on the dashboard screen upon logging in.
General Code Maintenance
PowerReviews uses high availability systems and is able to perform general code maintenance at any time, without any downtime for end users. New products, new features, and bug fixes are performed as needed on a continual basis (not on a fixed bi-weekly schedule).
The PowerReviews Platform supports the current and prior major releases of Google Chrome, Firefox, Microsoft Edge, and Safari browsers on a rolling basis. Each time a new version is released, PowerReviews begins supporting the update(s), and stops supporting the third-oldest version(s).
Not supporting a browser means:
- No longer providing assistance when problems are reported that affect unsupported browser users
- No longer testing unsupported browsers, which applies to all software and systems we create and support
Note: The PowerReviews Portal does not support Internet Explorer.