PRC Support Terms and Procedures
PRC Support Terms & Procedures
Hours: 9am to 6 pm EST (Monday – Friday)
Support Email: support@sjplus.com
(excluding company holidays) or by arrangement
Self-service
Unlimited access to content on the sjplus.com website including manuals, tip sheets, presentations and webinars.
Vendor
If you have a relationship with a vendor for PRC, please be sure to always work with their support team first.
Email Questions and Answers
Within reasonable limits SJ+ will respond to emailed questions in a timely fashion – often with details procedure tip-sheets.
Customizations & patches
If a customization or new feature is requested one of two things can happen:
- Either SJ+ can provide a patch that supports the feature from an existing release – or can include the enhancement in a future release.
- If timing is critical or the feature is very specific to your site the effort will be quoted at the current time & materials rate.
Upgrades
Upgrades are supported up to once per year with up to four hours of additional support and should be scheduled about thirty (30) days in advance. Upgrades that require more time than that from SJ+ will be quoted separately.
Priority
PRC is a passive application that mostly involves the IT staff. If a crisis does strike, follow normal procedures but indicate the critical nature of the issue.
Additional services
Extra site days, webinars and custom procedures documents may be provided for additional fee by arrangement.
Procedures
Log Case
All requests for support should be initiated either through the support form (sjplus.com/supportcase) or emailed to support@sjplus.com
It is very important that requests for support begin with one of these methods as this is the only way guaranteed to reach the right person in a timely fashion.
Access
Sometimes the best approach is for SJ+ to get on your system and see something for ourselves. SJ+ is flexible about helping with research and reproducing errors if remote access is provided. Unless there is some urgency, these types of efforts are best scheduled in advance.
Webinars and custom procedures documents may be provided for additional fee by arrangement.