RCPTT Professional Support

Obtaining and employing modern tools is a great step toward effective software development. However there is more to be gained in terms of effectiveness — the ability to tap the knowledge and experience of those who develop said tools. In order to enable our customers to benefit from such synergy Xored provides professional support services for RCPTT.

Scope of Professional Support

Customers who subscribe to Professional Support are entitled to the following benefits.

  • High priority support. All issues reported by Professional Support subscribers receive higher priority than other support requests. That means faster response time and faster problem resolution.
  • Private builds (Ultimate plan only). Customers don’t have to wait for official product release to get the result of fixes/customisation. Private builds are created instead.
  • Best engineers on the task. Engineers who design and develop the product are the same engineers who help our customers.

Professional Service Plans

Starter Basic Ultimate
Package price $5000 $15000 $25000
Support period 3 months 12 months 6 months
Support time* 30 hours 120 hours 200 hours
Response time
  • Blocker: 3 days
  • Major: 1 week
  • Minor: 2 weeks
  • Blocker: 3 days
  • Major: 1 week
  • Minor: 2 weeks
1 day
Builds Official releases Official releases Official releases/Private builds
Contacting method Support portal/Email Support portal/
Support portal/
Contact points 1 designated contact 3 designated contacts
Availability 10:00 am – 06:00 pm,
NOVT Monday-Friday
10:00 am – 06:00 pm,
NOVT Monday-Friday
10:00 am – 10:00 pm,
NOVT Monday-Friday

* An action plan will be agreed with the client representative which will indicate the
action and effort required to resolve the issue.

Severity Levels

  • Blocker: the use of the product is completely impossible
  • Major: the use of the product is severely restricted
  • Minor: the use of the product is possible but with noticeable inconvenience