Robin.io Support and Maintenance
Any customer with a current ROBI subscription can access Robin.io Support to address any questions or issues that arise from time to time. The Standard support offering includes access to the Robin.io Portal, ability to log issues via the Portal or email, and online access to documentation and information. A Premier support offering is available for Enterprise Platform customers who require 24×7 coverage for mission-critical issues.
Robin.io will provide reasonable product and technical support to address issues or questions concerning the use of the Supported Software. Customer’s Technical Contacts may initiate Support by submitting a ticket through our 24-hour web ticketing system at https://support.robin.io, sending an email, or accessing a phone number as provided by their Support Level. Support is provided in the English language only.
Support covers software delivered to Customer by Robin.io under their Agreement. The Supported Software includes Robin.io developed software, open source software and other third-party components delivered by Robin.io. Similar third-party components might be available from other sources, but Support covers only the software delivered by Robin.io.
Robin.io provides reference configurations to support many of the popular applications. These are provided as reference files which the customer can then configure to tailor the behavior to fit their environment. Robin.io provides support for Bundles as delivered and for the Robin.io technology that supports building, defining, and operating the Bundles. Robin.io does not provide support for the Customer configured Bundle.
Customer shall provide Robin.io with data, process information, online access to the Supported Software, supporting analysis, and access to Customer’s Technical Contacts as reasonably required to allow Robin.io to resolve reported issues. The customer is required to assist Robin.io technical support staff until problem resolution. Required Customer activities may include logging into Customer’s systems for diagnosis of problems, downloading and installation of software patches, retrieval and transfer of system logs/files, re-installation of existing product and participation in tests for fixes. The customer is responsible for the adequate duplication and documentation of all of its files and data for back-up purposes.
Technical Contacts are named individuals who are responsible for the administration of the Supported Software within Customer’s organization. Customer may designate a number of Technical Contacts based on the number of cores licensed. Additional Technical Contacts may be designated for an additional fee. Technical Contacts are encouraged to have been through a training program for ROBIN.