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 purchase.

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.

Support Process

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

Block Rates

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.