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Support
Ringinx operates a partnership support model designed for organizations that already have internal IT capability. Front-line support stays close to your users; escalations reach the team that can resolve them.
Tiered support model
Support is structured in two tiers:
- Tier 1 — your IT team. Day-to-day support for end users is provided by the customer's internal IT or platform team. This covers account and access questions, onboarding, training, routine usage assistance, and initial triage of incoming issues.
- Tier 2 — Ringinx. When your IT team needs to escalate, designated contacts file a ticket with us. We handle platform-level defects, security incidents, configuration questions, and anything that requires knowledge of the underlying platform.
Designated support contacts
Each customer designates one or more users who are authorized to submit tickets to Ringinx. By default this is the organization administrator, who may delegate to additional members of the IT or platform team. Only designated support contacts may open tickets with Ringinx.
How to submit a ticket
- Open the Ringinx support portal at https://support.cloud.ringinx.com/, or follow the Support link from inside the Ringinx platform.
- Submit a new ticket with a clear description of the issue, the severity, and any relevant context (screenshots, logs, timestamps, organization and user identifiers).
- Track the ticket's status and exchange updates in the support portal.
Designated support contacts authenticate to the support portal using their existing Ringinx platform credentials — no separate support login is required.
Hours
Monday–Friday, 9:00 AM to 5:00 PM Pacific Time, excluding U.S. federal holidays.
Severity levels and response targets
Response targets are measured from the moment a ticket is accepted during business hours. Times are first-response targets, not resolution targets.
| Severity | Definition | First response |
|---|---|---|
| Sev 1 — Critical | Production outage or security incident affecting all users of the customer organization. | 4 business hours |
| Sev 2 — High | Major feature unavailable; significant workaround required. | 1 business day |
| Sev 3 — Normal | Defect or limitation affecting some users; workaround available. | 3 business days |
| Sev 4 — Low | Question, documentation request, or feature request. | 5 business days |
Out of scope
- End-user training and adoption (handled by your IT team).
- Custom development or paid professional services (not currently offered).
- Issues caused by unsupported configurations or unauthorized modifications.
Status and incidents
Active and recent platform incidents are posted in the Support section of the Ringinx platform. A standalone public status page is planned.