How to Contact IRTH Solutions Support:
Business Hour Support:
IRTH Solutions provides telephone and email support during the normal support hours of 8:00am EST to 5:30pm EST Monday thru Friday. Support can be reached (614) 784-8010, option 2 or cs@irthsolutions.com.
Remote Assistance:
IRTH Solutions may need to utilize PC to PC control to provide support. To request an IRTH Solutions representative click here when requested by our support personnel.
Technical Support Portal:
IRTH Solutions has launched our new technical support portal for improved communications with our customers. Clicking the link above will take you to the Technical Support portal where you can request a login to report issues, monitor the progress, provide additional information and resolve issues while working with our technical support team.
Emergency and After Hours Requests:
Emergency requests must be submitted via the IRTH Solutions support line at (614) 784-8010, option 2. After pressing option 2, the system will prompt you to press 1 if your issue is an emergency.
After hours requests should also be submitted by calling 614-784-8010, selecting option 2 and leaving a voice mail.
Problem Severity and Response Time
IRTH Solutions Support Staff will respond to problems according to the following severity levels:
|
Problem Severity |
Initial Response Time |
Follow-up w/Client |
|
Level 1 |
Respond to client within 1 hour of notification 100% of the time |
Hourly |
|
Level 2 |
Respond to client within 4 hours of notification 100 % of the time |
Daily |
|
Level 3 |
Respond to client within 1 working day of notification 100% of the time |
Weekly |
|
Level 4 |
Respond to client within 3 working days of notification 100% of the time |
Monthly |
Severity Level 1:
- Major Business Impact – defined as a problem that causes complete loss of service to the Client production environment and work can not reasonably continue. Workarounds to provide the same functionality are not possible and can not be found in time to minimize the impact on the Client’s business. The problem has one or more of the following characteristics:
- A large number of users cannot access the system.
- Critical functionality is not available. The application cannot continue because a vital feature is inoperable, data cannot be secured, backed up, etc.
Severity Level 2:
- Significant Business Impact – this classification applies when processing can proceed but performance is significantly reduced and/or operation of the system is considered severely limited. No workaround is available, however operation can continue in a restricted fashion. The problem has one or more of the following characteristics:
- Internal software error, causing the system to fail, but restart or recovery is possible.
- Severely degraded performance.
- Some important functionality is unavailable, yet the system can continue to operate in a restricted fashion.
Severity Level 3:
- Minor Business Impact – a problem that causes minimal loss of service. The impact of the problem is minor or an inconvenience, such as a manual bypass to restore product functionality. The problem has one or more of the following characteristics:
- A software error for which there is a Client acceptable workaround.
- Minimal performance degradation.
- Software error requiring manual editing of configuration or script files around a problem.
Severity Level 4:
- No Business Impact – a problem that causes no loss of service and in no way impedes use of the system. The impact of the problem has one or more of the following characteristics:
- A software enhancement for which there is a Client acceptable workaround.
- Documentation error.