Rocket is committed to providing you with a superior technical support experience. We strive for a predictable process that provides you, our customers, with answers to your questions and rapid relief to high impact problems.
The purpose of this document is to help you understand how to ask for help and explain what you can expect when contacting the Rocket Technical Support team.
The centerpiece of the Rocket Technical Support is the Customer Portal. The Customer Portal is a secure, easy-to-use web portal that provides a place for you to obtain product, maintenance, documentation, and technical support.
The Customer Portal is your direct link to Rocket’s global team of technical support engineers and software developers.
You can obtain the product, documentation, and all available product maintenance by logging into the Rocket Support Portal and clicking on the “My Downloads” tab.
In order to understand and resolve your Case quickly it is important that you gather information about the problem that you are experiencing before contacting customer support. Prepare the following information before contacting customer support:
Prepare a detailed description of the issue that you are experiencing and specifics of our environment or system configuration. Be as specific as possible in explaining the problem or question. This will help our technical support engineers and developers provide you with the correct solution in a timely fashion.
Be prepared to answer the following questions:
Attach any relevant dumps, traces, error logs, etc... to the Customer Portal Case for review by an engineer. This will help our engineers to resolve your problem. Gathering this information is often the most critical step in resolving your software problem. If you are unsure about what documentation is required, you can contact us for assistance in gathering the necessary diagnostic information.
You will need to assign a severity level to the Case when you report it. Following are descriptions of the Case severity levels.
Severity 1 - Critical Impact/System Down: Business critical software component is inoperable. This indicates you are unable to use the program resulting in a critical impact on operations. This condition requires an immediate solution.
Severity 2 - Significant business impact, this indicates the program is usable but is severely limited.
Severity 3 - Some business impact, this indicates the program is usable with less significant features (not critical to operations) unavailable.
Severity 4 - Minimal business impact, this indicates the problem causes little impact on operations or that a reasonable circumvention to the problem has been implemented.
To access the Customer Portal:
1) Access the following URL: http://www.rocketsoftware.com/support and login.
2) Click the “Cases” tab and then select “Create Case”.
3) Fill in the fields describing the problem and set the severity level and priority level.
4) Submit the issue by clicking the “Create” button.
You can obtain product support by sending an email to support@rocketsoftware.com.
Rocket provides a phone number (+1.617.614.4323) that you can call to request assistance.
If you experience an emergency or critical situation, and are entitled to emergency or 24x7 technical support, call Rocket’s Emergency Response phone number. An emergency is a Severity-1/Priority-1 situation, where production systems are impacted.
You can call +1.617.614.4444 anytime of the day or night. You will be connected to a live operator where you will provide your contact information and the details of your problem. The operator will then contact the appropriate on-call engineer to return your call within in one hour to begin assisting you.
When you report a problem, Rocket’s goal is to respond within two business hours*. When you report a Critical problem using Rocket’s Emergency Response system (by calling +1.617.614.4444), Rocket’s goal is to respond within one hour.
| Severity | Impact | Response Goal |
|---|---|---|
| Severity 1 | Critical business impact | Within one hour |
| Severity 2 | Significant business impact | Within two business hours |
| Severity 3 | Some business impact | Within two business hours |
| Severity 4 | Minimal business impact | Within two business hours |
