Orecx | Support Services

Support Services

OrecX offers flexible support programs to meet the varied needs of all our customers. For additional information, you can download a detailed description of the OrecX Care Agreement.

Standard Support

Standard Support is automatically included with your Oreka TR annual subscription. This package is sufficient for getting Oreka TR up and running and it includes the following:

two business day maximum response time
unlimited cases

Extended Support

Extended Support offers improved service levels for additional fees. These support packages are geared for companies who require prompt access to our in-house expertise and it includes the following:

four business hour maximum response time
unlimited cases
email chat support
live phone support during business hours (based on 5 hour blocks)

Standard Support Definitions

Email Support - Inbound emails are queued, measured in severity, assigned a case, and tracked through completion. The email response offers an effective channel to communicate directly with the OrecX experts.

Prioritized Response Time - Response time is prioritized based on the issue severity. OrecX experts will assist on a timely basis based on the urgency.

Case Assignment - Each incident is independently tracked and is issued a case number which enables OrecX to build an online self-service knowledge base.

Live Phone Support - For Extended Support customers, administrators can call the OrecX experts from 9am to 6pm Eastern Standard Time, Monday through Friday excluding holidays.