Technical Support

Support Services

Comprehensive support options to keep your systems running smoothly

Standard Support

Included

Available to all active clients during business hours

Email support with 24-hour response time
Ticket-based tracking system
Remote troubleshooting
Knowledge base access
Business hours: Mon-Fri 9am-5pm EST

Priority Support

Managed Services

Enhanced support for managed services clients

24/7/365 emergency hotline
2-hour response time guarantee
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
1-hour response time guarantee
On-site support options
Dedicated support team
Custom SLA agreements
Quarterly business reviews

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 24 business hours

For general inquiries and non-urgent issues

Submit a Ticket

For existing clients to report technical issues

Track your issue through our ticket system

Submit Support Ticket

Response Time Commitments

We commit to these response times based on issue priority:

1 hour

Critical (system down)

Production system outage, data loss risk, or security breach affecting business operations.

4 hours

High (major function impaired)

Significant feature not working, degraded performance affecting multiple users, or urgent deadline concern.

24 hours

Medium (minor issue)

Non-critical bug, minor performance issue, or feature not working as expected but workaround available.

48 hours

Low (question/request)

General questions, feature requests, documentation clarifications, or planned changes.

Note: Response times apply during business hours (Mon-Fri 9am-5pm EST) for Standard support. Priority and Enterprise support clients receive 24/7 coverage with guaranteed response times around the clock.

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 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 different client

When to escalate: If emails aren't sending/receiving 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