Support Policy
Support Tie
RankEZ does not provide support to customers directly. All the support cases shall be passed through authorized Golden Reseller or Distributor. Authorized Reseller and Distributor have capabilities to support in most cases. If any product wise issues are met, then RankEZ 3rd line support will be engaged.
Product Updates
Product updates are included with all our support packages during the term of the maintenance contract for all RankEZ product licenses and covered by maintenance.
Resolution Times
Due to the complexity and variables outside the control of RankEZ that exist within an environment, we cannot guarantee a time to resolution. RankEZ will use best efforts as defined in the table below.
Scope of Support
The RankEZ support agreement is limited to investigating RankEZ product behavior to determine any of the following:
• Answer questions related to product features, options, and limitations.
• Isolate, document, and find workarounds for reported software defects.
• Work with the engineering team to provide product fixes.
• Supply customers with general advice and best practices information regarding RankEZ products.
While RankEZ products work with many third-party operating systems and applications, such as Microsoft, Red Hat, Postgres, Samba, etc., we recommend customers have a support contract with such vendors. RankEZ Technical Support will provide best effort when working with third-party software. Activities such as, but not limited to, assistance with setup and configuration or customization of RankEZ products and integration are also not covered under this agreement. Some of these activities may be possible with a paid Professional Services engagement.
Product & Support Lifecycle Policies
To ensure your platform remains competitive and secure, RankEZ operates on a monthly release cadence.
Monthly Versions: Every month, we release a new version that includes a combination of bug fixes, performance optimizations, and new feature enhancements.
Evolutionary Support: We encourage customers to annually upgrade benefits from the full suite of RankEZ improvements.
Issue Resolution & Patching
If you encounter a product issue, our resolution path is determined by the severity and the current development roadmap:
Standard Resolution: If a reported issue has already been addressed in the most recent version, the primary recommendation is to upgrade to the latest release. This ensures you receive the fix along with all other cumulative improvements.
Critical Issues (Hotfixes): For high-priority issues that significantly disrupt core business operations, RankEZ will issue a Hotfix. This is a targeted patch designed to resolve a specific problem without requiring a full version upgrade. If you choose PAMaaS, the patching execution will be executed by the RankEZ operator team.
Service Partner Collaboration
We ensure that you are never alone during the maintenance process.
Implementation Support: For critical hotfixes, our Service Partners will work directly with your team.
Deployment Assistance: Partners will provide the necessary technical guidance to assist in deploying patches and updates safely into your production environment, minimizing downtime and risk.