Recommended for customers hosting small applications or production workloads on Rapid.
Standard Support provided to all of Rapid’s customers includes 24x7 access to customer service representatives through email, phone, and in-portal chat.
Recommended if you have production and/or business critical workloads on Rapid.
With TAG Business, you now have access to a wide range of exclusive features and benefits that will enhance your experience and maximize the value you derive from our services.
Recommended if you have business and/or mission critical workloads on Rapid.
In TAG Enterprise, we have a dedicated Technical Account Manager (TAM) assigned to provide our top tier customers with premium support and architectural consultation.
| Support Tier | Engage | TAG Business | TAG Enterprise |
|---|---|---|---|
| Support Agents | Customer support staff providing general guidance over phone, email, WhatsApp and In-portal chat. | High-level technical staff experienced in all products resulting in quicker and consistent troubleshooting. | Certified and trained engineers who will provide consultative architectural and operational guidance |
| 24x7 phone, email, and in-portal chat access to Cloud Support Engineers | |||
| Orientation | |||
| Level 1 support for Third Party applications | |||
| Architectural Guidance | |||
| Assistance over WhatsApp Groups | |||
| Prioritized remediation of Issues | |||
| Account Setup and Configuration | |||
| Training and education on the go | |||
| Dedicated TAM to manage the health of the environment |
Resolving critical scenarios, production problems, or any other issue within a guaranteed 30-minute quick response time to ensure improved customer satisfaction and trust.
A dedicated technical advisor team is always on standby to escalate emergency tickets and issues to ensure swift resolution with as little disruption and operation downtime as possible.
To enhance cloud utilization for higher profitability, we advise businesses with suggestions for improved resource allocation, cost optimization, security enhancements, and best-practice insights.
A dedicated support team assigned specifically to the customer will reach out through WhatsApp, email, and live chat to assist in the manner that suits them best.
Onboarding guidance about the best practices for new features or products, in line with cloud infrastructure familiarity and specific objectives, is offered to the customers to ensure long-term business success.
Customers can collaborate with a dedicated team to establish proactive maintenance procedures, which assist them in making informed decisions for optimizing cloud infrastructure.