Polaris Support is a team dedicated to helping our customers maximize our products’ business benefits. We’re committed to providing you with high-quality support so you can focus on your business.
On this page, we introduce our Support offerings, policies, and guidelines. We provide a wide range of Support offerings to meet your unique needs. With each offering, you receive direct, multi-channel access to responsive, expert-level Support resources.
Polaris Support is available up to 24 hours a day, 7 days a week, depending on the offerings you select.
The table below provides details of Polaris’s Support offerings1. To enroll in Premium Plus support, please contact your Sales Representative or Account Manager.
| Standard (Included with product purchase) | Premium Plus | |
|---|---|---|
| Overview | Access to Support and online help center | Access to Support, online help center, and expert guidance |
| 24 x 7 Support | No | Yes |
| Business Support Hours | 8 am to 5 pm, your local time2 Monday to Friday, including holidays | 24 x 7 (round the clock) |
| Sandbox instance | No | Included3 |
| Non-Business Hour Support | Pay-per-incident5 | Included |
| On-demand Product Training | Charged based on number of hours | Unlimited |
| Administrative Support | Limited to 2 administrators | Unlimited |
| Phone Support | Yes | Yes |
| Email Support | Yes | Yes |
| Chat Support | Yes | Yes |
| Help Center4 | Yes | Yes |
| Community4 | Yes | Yes |
| Online Request | Yes | Yes |
| Updates on Product Releases | Subscribe to Product Updates in the customer community | In-product message published |
| Bulk data imports | Pay-per-incident5 | Unlimited |
| Root Cause Analysis Report for Business Critical Issues (Severity 1) | No | Yes |
Polaris Support prioritizes cases using one of four severity levels. The severity is based on the issue’s impact to your organization in using a Polaris application.
| Priority | Definition | Description | Response Time5 |
|---|---|---|---|
| Severity Level 1 | Critical Critical Business Impact | All productive activity stopped Customer is unable to access or use Polaris applications. | Within 30 minutes of initial contact |
| Severity Level 2 | Major Substantial Business Impact | All productive activity stopped: Major feature failure of performance degradation Some Polaris functionality does not work properly while other areas of the product are not impacted. Product behavior has created a significant negative impact on the customer’s productivity. | Within 60 minutes of initial contact |
| Severity Level 3 | Moderate Some Business Impact | Core services degraded: Short-term workaround identified or minor feature failure Some Polaris functionality is not working properly, however an alternate solution is available. Product behavior yields minimal loss of operational functionality. | Within 2 hours of initial contact |
| Severity Level 4 | Minor Minimal Business Impact | General Questions Questions related to product behavior, functionality and FAQs. | Within 4 hours of initial contact |
5Response time (First Response) is applicable only during Business Support hours. Any requests submitted during Non-Business Support hours, the above-mentioned time frame (First response) will not be applicable. The response time will only be applicable from the start of next business day/hour.
Polaris Support is available via phone, email, chat, or the community, as outlined below. You can also submit a request online.
| Standard | Premium Plus | |
|---|---|---|
| Phone (Toll-Free) |
Direct: +1 650-286-9200 |
Direct: +1 650-286-9200 |
| [email protected] | [email protected] | |
| Chat | www.replicon.com/polaris/contact-support/ and select Live Chat from our website |
|
| Community | community.replicon.com | |
| Online Request | www.replicon.com/polaris/contact-support/ | |
| Online Help Center | www.replicon.com/polaris/help/ | |
The table describes the service features of each Support offering in detail.
| Service Feature | Description |
|---|---|
| Phone Support | A medium of customer service that allows customers to communicate in real time with Support via a phone call. |
| Email Support | A medium of customer service that allows customers to communicate with Support through email. |
| Chat Support | A medium of customer service that allows customers to communicate in real time with Support through a chat messenger/plug-in. |
| Online Help Center | A web-based, self-serve tool offering information about setting up the product, features and functionality, frequently asked question, and product solutions. |
| Community | A web-based portal for customers to share product feedback, suggestions, and solutions. |
| Online Request | A web-based tool used to log an issue requiring assistance from Support. |
| Expert Solution | A group of Polaris experts who can offer accelerated resolution for customer issues. |
| Product Updates | Access to newly introduced product enhancements and product fix updates. |
| Bulk data imports | Enable you to bulk add, modify or delete data into Polaris PSA through an Excel/comma separated value file (.csv). Our product experts will work closely throughout the import process. |
| Diagnosis | A Support specialist’s evaluation of the cause of a problem. Once they’ve made a diagnosis, they’ll suggest a workaround, fix the issue, or escalate it to the appropriate resource(s). |
| Escalation | Inquiries we diagnose as caused by product defects will be escalated to Polaris’s product development group for resolution in a future service pack or release. Inquiries we diagnose as caused by customization defects will be escalated to the Polaris Professional Services team for immediate resolution. |
| On-demand Product Training | An online training program delivered by our product experts that teaches you about the Polaris PSA product’s features and best practices. |
| Administrative Support | Support which involves performing system level changes to manage your Polaris PSA setup. |
| Root Cause & Analysis Report | A report identifying the event’s cause, steps taken to resolve the issue, and an action plan to avoid future occurrence. Analysis is done after an event has occurred. |
| Pay-Per-Incident | Polaris shall provide “pay-per-incident” support to the customers on occurrence of any issue impacting the usage of the Polaris PSA application and a fee is applicable for “pay-per-incident”. An incident is referred to as a single issue that the Support team makes an effort to resolve. |
| Sandbox | An instance which is a clone of a production instance, which can be used for training or testing purpose. |
