Maintenance
At Rite, we are committed to ensuring smooth and uninterrupted operation of our products. Our dedicated support portal is designed to help you raise and track tickets, report issues, and access assistance as quickly as possible.
Accessing Support
All support requests must be logged through our support portal.
Support Portal – https://ritesupport.rite.digital/
Please note: Support requests submitted via other channels (e.g., phone or email) will not be tracked or prioritized.
Once a ticket is raised, it will be assigned to a support engineer, and you can track its progress directly from the portal.
Scope of Support
Our software maintenance and support include:
- Maintenance releases, enhancements, and updates available to all customers under active support.
- Bug fixes to bring the software into substantial conformance with the current version’s user guide.
- Resolution in line with our response time commitments defined below.
Rite Software provides maintenance and support for its products only when the software is used in accordance with its intended configuration and environment.
Response Time Commitments
Severity Level | Definition | Response Goal | Resolution Goal | Resolution Process |
Severity 1 | Software substantially fails to perform. | 2 hours | 8 Hours |
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Severity 2 | Substantial degradation in performance of the software. |
8 hours | 2 Days |
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Severity 3 | Minimal to no impact on software availability or performance. | 3 days | 7 Days |
|
Incident Severity Definitions and Applicability Guidelines
RiteSuite: CloudMiner, ConvertRite, RiteSync
- Severity 1 (Critical): Complete product failure that prevents essential data operations. No workaround exists.
Example: CloudMiner or ConvertRite unable to initiate or complete data processing; RiteSync fails to connect to target ERP environments, halting all synchronization jobs. - Severity 2 (High): Significant degradation in functionality impacting major Data operations but not a full outage. Workarounds may exist but are manual.
Example: Partial data batches completing with repeated errors; transformation rules not applying consistently; sync delays requiring manual restarts. - Severity 3 (Low): Minor or cosmetic issue with minimal operational impact. System remains functional.
Example: UI misalignment, incorrect field labels, or validation message errors; requests for enhancements or new mapping configurations.
Engineering PaaS Suite (CrewRite, EquipRite, ProcureRite, PayWhenPaid, InvoiceBackup, EquipRental, AIA Workbench)
- Severity 1 (Critical): Major system disruption where the application or a core module is unavailable, after OCI services are confirmed operational. No workaround exists.
Example: CrewRite timecard submissions fail for all users while OCI is up and running; EquipRite billing module inaccessible; ProcureRite PO creation errors preventing new transactions. - Severity 2 (High): Substantial degradation of functionality or performance where business operations are slowed but not halted. Workarounds may exist.
Example: Approvals delayed due to middleware or API latency; reports failing intermittently but exportable manually; workflow timeouts that recover after retries. - Severity 3 (Low): Minor issue or display anomaly that does not affect functional workflows.
Example: Field formatting or label inconsistencies; non-blocking validation message errors; enhancement or UI improvement requests.
Note:
- SLAs apply only to incidents within Rite Software’s support scope.
- OCI infrastructure or network incidents are governed by Oracle’s SLA. Rite will assist with triage but is not accountable for OCI restoration times.
- “Response” refers to initial acknowledgment and engagement; “Resolution” means service restoration or confirmed workaround.
- All timelines represent target commitments and are not binding guarantees.
Exclusions:
Rite Software is not required to provide maintenance or support for issues resulting from:
- Misuse, improper use, or damage to the software.
- Adaptations, translations, or derivative works created by the client.
- Use unauthorized equipment or third-party software.
- Breach of the Software License Agreement.
- Maintenance or modification by third parties.
- User configuration or operational errors.
- SLAs apply to products and PaaS solutions hosted and administered by Rite Software.
For customer-managed tenancies, service levels may vary depending on the level of access and administrative privileges granted to Rite.
Standard Support Hours
Support is available Monday – Friday, 9 am – 5 pm CST; (excluding U.S. Federal Holidays).
Standard support is included as part of the active product license or subscription and covers assistance for all supported products.
Premium Support
For customers with business-critical environments or global operations, Rite Software offers Premium Support as an optional upgrade to the standard plan.
- 24×7 coverage for Severity 1 (Critical) issues.
- 30-minute response for Sev 1; 1 hour for Sev 2.
- Dedicated contact and escalation path.
Premium Support is available under a separate agreement and can be tailored to meet customer requirements. For more details, please contact your Rite Account Manager.
Need Help?
For immediate access to FAQs and user documentation, visit the Knowledge Base section within the Support Portal.
https://ritesupport.rite.digital/
Support Portal FAQ:
1. How do I raise a support ticket?
Go to ritesupport.rite.digital, click “Submit a Ticket” (or “New Ticket”), fill in the requested fields such as product name, issue summary, and description, then click Submit.
2. What information should I include in the ticket?
Provide as much detail as possible, including:
- Product name and version
- Steps to reproduce the issue
- Screenshots or error messages
- Severity level (Critical, High, or Low)
3. How can I track the progress of my ticket?
After submission, you’ll receive a ticket number and confirmation email. You can log back into the portal anytime to view updates, communicate with the support team, or close the ticket when resolved.
4. Can I reopen a resolved ticket?
Yes, within 7 days of closure. Simply access your closed tickets in the portal and select Reopen to continue the conversation.
