Sequent’s certified maintenance and support service teams are dedicated experts
in providing live technical assistance 24 hours a day, 7 days a week to keep your
business running smoothly.
Our safe and secure process allows you to immediately inform us of your software
or hardware issue so we can begin to resolve your situation. Our simple block rate
allows you to make as many service calls as necessary within the block rate you
Four Levels of Service
We know that different problems require different levels of attention. Sequent recognizes
four Priority levels of software errors or issues so you can identify the impact
on your business.
• Priority 1 – Critical Business Impact. Sequent will begin work on
the software error within one hour of notification during normal business hours
of 9 a.m. to 6 p.m. ET, and will engage development staff until an acceptable workaround
is achieved. The response time for issues that occur before 9 a.m. or after 6 p.m.
does not change.
• Priority 2 – Significant Business Impact. Sequent will begin work on the
Software error within two hours of notification during normal business hours and
will engage development staff until an acceptable workaround is achieved. After
hours response time same as normal business hours.
• Priority 3 – Some Business Impact. Sequent will provide initial response
regarding the requested information or documentation clarification within two business
days of notification during Sequent’s normal business hours for technical support.
• Priority 4 – Minimal Business Impact. Sequent will provide initial
response regarding the requested information or documentation clarification within
five business days of notification.
All support issues must be reported to us via email by your company’s Designated
Support Contact. To best process your issue, please include the priority level of
your service request in the subject line of the email.
• Provide us with specific details about the issue
• Send us screen shots if possible
Our block rates for service make the process fast and hassle-free for you. With
block rates, you don’t need purchase orders or company credit cards. Simply purchase
blocks in hourly increments to use for your service needs. Additional service hours
can also be purchased for your convenience.