Standard Support Included
Available to all active clients during business hours
- Email support with a response within one business day
- Ticket-based tracking system
- Remote troubleshooting
- Knowledge base access
- Business hours: Mon–Fri 9am–5pm ET
Support levels
Support Services
Comprehensive support options to keep your systems running smoothly
Priority Support Managed Services
Enhanced support for managed services clients
- 24/7 emergency hotline
- Faster response times, around the clock
- Proactive monitoring and alerting
- Dedicated support engineer
- Priority escalation
- Monthly system health reports
Enterprise Support Custom
Tailored support solutions for enterprise clients
- All Priority Support features
- On-site support options
- Dedicated support team
- Custom SLAs with agreed response times
- Quarterly business reviews
Contact
Get Support
Multiple ways to reach our support team
Emergency Support
For critical issues affecting production systems
24/7 Hotline: (413) 642-0130
Available to Priority and Enterprise support clients
Email Support
Email: support ( at ) remagine.com
Response Time: Within one business day
For general inquiries and non-urgent issues
Submit a Ticket
For existing clients to report technical issues
Track your issue through our ticket system
Response Time Commitments
We commit to these response times based on issue priority:
- 1 hourCritical (system down)
Production system outage, data loss risk, or security breach affecting business operations.
- 4 hoursHigh (major function impaired)
Significant feature not working, degraded performance affecting multiple users, or urgent deadline concern.
- 24 hoursMedium (minor issue)
Non-critical bug, minor performance issue, or feature not working as expected but workaround available.
- 48 hoursLow (question/request)
General questions, feature requests, documentation clarifications, or planned changes.
Note: Response times apply during business hours (Mon–Fri 9am–5pm ET) for Standard support. Priority and Enterprise support clients receive 24/7 coverage.
Self-help
Common Issues & Quick Fixes
Try these solutions before submitting a ticket
Server Not Responding
Quick Fix: Check network connectivity, verify firewall rules, restart services if appropriate
When to escalate: If the issue persists after basic troubleshooting
Slow Performance
Quick Fix: Check resource usage (CPU, RAM, disk), review recent changes, clear caches
When to escalate: If performance doesn't improve or resource usage is abnormal
Access Issues
Quick Fix: Verify credentials, check account status, review permissions
When to escalate: If credentials are correct but access is still denied
Email Problems
Quick Fix: Check spam folder, verify email settings, test with a different email client
When to escalate: If email still isn't sending or arriving after basic checks
Backup Failures
Quick Fix: Check disk space, verify backup schedules, review logs
When to escalate: Immediately—backup issues are high priority
Website Down
Quick Fix: Check web server status, verify DNS settings, review error logs
When to escalate: Immediately if affecting production site
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