RS-5
REPORTING, ANALYTICS, RESULTS

Support

HelpDesk

 Welcome to the RS-5 HelpDesk to access technical support for your data warehouse Production System issues.

Process

The RS-5 Support email address is support@rs-5.com.  Any email sent here from your institution’s email is automatically converted into a ticket and routed to an RS-5 support agent.  The whole case can be worked via email or the web-based RS-5 Support Management Portal.  (support.squarehousedata.com)

The first time you send a support request, you will receive an email to establish an account in the support portal. 

Support Response Service Level Agreement

While RS-5 attempts to respond to all issues in a timely manner, issues that impact our customers' production applications (i.e. Level 1, Level 2) take priority.  "Production" is defined as an instance of BBA (Blackboard Analytics) software or other reporting infrastructure supported by RS-5 that is actively used by the customer's business users.  It does not include test or staging systems environments.

These SLAs apply to RS-5 support services however for specific exceptions and weekend coverage, see the Support Hours section below.

RS-5 Support table.png

Support Hours

Support is provided from our corporate headquarters in Baltimore, Maryland, USA.   The email and web-based Support System is available 24 x 7.  The standard hours of support are 9:00 a.m. to 5:00 p.m. Eastern time on weekdays, excluding holidays. 

Support Obligation Limitations

Support services are limited to the diagnosis and correction of errors and “bugs” in BBA Software Product.  RS-5 will make best efforts to assist client with support service, but has no obligation to provide support services to Customer if:

  • Support service is related to the use or operation of any third party reporting tools not directly provided by BBA through a Software License Agreement;

  • Support relates to or involves any software products, hardware products or data not provided or approved by BBA, including performance problems that cannot be specifically attributed to Software;

  • Support directly relates to problems inherent with third party software licensed from other vendors;

  • Support directly relates to problems associated with alterations or modifications of the Licensed Software by the User or a third party;

  • Customer has not installed or used the Licensed Software in accordance with instructions provided by BBA;

  • Customer has failed to replace earlier versions of the Licensed Software with a newer release or patch made available to User;

  • A party other than BBA (or a party authorized by BBA) has serviced the Licensed Software and the Licensed Software no longer conforms to its specifications; or

Support is not related to a problem, but instead, customer is requesting consulting, training or design advice (note: these services should be may be provided to customer under separate agreement)