Support and maintenance is included in the RS Production Software as a Service (SaaS) business model. It’s mandatory with support- and maintenance agreements for all custom integrations and addons.

Product maintenance

This is our long-term promise to you of a stable and accessible software.

You’ll always have access to the latest software version. The agreement provides access to;

Bug / bug fixes within your software licenses
Information about new functionality in future versions
New functionality within the framework of your program licenses
Free update project if performed due to a "Standard software problem (bug) report"

The agreement gives your staff with training corresponding to RS Production Superuser training access to the opportunity to report via Good Solutions Service Desk

Standard software problem (bug) report
Feature / improvement request

Matters for the following reasons are included in the agreement and are carried out at the supplier's expense
product quality Standard function (bug)
hardware failure provided by the vendor

See the current "Maintenance and support agreement" for complete details.

Product support

The agreement gives your staff with training corresponding to RS Production Superuser training access to the opportunity to report via Good Solutions Service Desk

The Support Agreement includes the following:
Troubleshooting in situations where the customer experiences problems with the software RS Production Standard function, and which is not handled within the Maintenance Agreement.
Action in cases where the rotor case can be traced to the software RS Production Standard function.
Handling issues

The support agreement is available in three levels:
Bas Mail / portal
Standard Mail / Portal + Telephone
Advanced Mail / Portal + Telephone

The difference between the different levels is also how many support cases (tickets) are included annually.

The number of cases (tickets) included is valid per calendar year and the balance starts on 1 January each year. Unused support cases (tickets) expire at the turn of the year.

In cases where tickets are not available to handle the support case, it will be charged according to the price list.

See the current "Maintenance and support agreement" for complete details