SLA
Service Level Agreement
This section serves as a guide for Rapidgator community members to better understand the support services provided by Rapidgator. The document is limited in scope in that it sets official policy for providing help through the Technical Support Department. Because Rapidgator is very service minded there are other avenues by which service is provided, e.g., Support Team members eagerly help users even in the evenings and process abuse and copyright reports on weekends.
By setting down these policies and channeling requests for help through the Technical Support Department we hope to provide better service, have an accurate profile of user needs, and demonstrate the appropriate level of staff needed to handle the volume of requests.
This section might change over time as circumstances warrant and therefore it is a work in progress. The Service Level Agreement was prepared by Technical Support Team and reviewed by Rapidgator Quality Assurance Department. Questions and comments are welcome. Please contact a member of the Support Team.
Who Is Covered Under This Agreement
This agreement is intended to cover all Rapidgator community members, including: • Premium users • Non-premium Registered users • Non-registered users
Methods of Contact
The Support Team acts as a central point of contact for all relevant technical support issues concerning Rapidgator, including account questions, abuse reports, copyright infringement reports, call requests, and troubleshooting. Users may submit requests online by sending an e-mail to support@rapidgator.net or call +35722030607.
Hours of Operation
Rapidgator. will be available 99,9% of the time 24x7. Assistance will normally be available from 12:00 - 21:00 GMT/UTC Monday through Friday, except official public holidays in Cyprus. On business days* we will usually respond within 24 hours. *Business days: Monday till Friday, except official public holidays in Cyprus.
Responsibilities of Those Making a Request
Before contacting the Technical Support users should explore FAQ sections.
When answers to their questions cannot be found in FAQ, then the users should contact the Technical Support Team through one of the methods described above.
In contacting the Technical Support Team provide the following information:
• Contact information (first and last name, e-mail, email)
• Your Rapidgator account log-in
• A clear and specific description of the problem or request, including information regarding any error messages you may have received and links to the files involved
This section serves as a guide for Rapidgator community members to better understand the support services provided by Rapidgator. The document is limited in scope in that it sets official policy for providing help through the Technical Support Department. Because Rapidgator is very service minded there are other avenues by which service is provided, e.g., Support Team members eagerly help users even in the evenings and process abuse and copyright reports on weekends.
By setting down these policies and channeling requests for help through the Technical Support Department we hope to provide better service, have an accurate profile of user needs, and demonstrate the appropriate level of staff needed to handle the volume of requests.
This section might change over time as circumstances warrant and therefore it is a work in progress. The Service Level Agreement was prepared by Technical Support Team and reviewed by Rapidgator Quality Assurance Department. Questions and comments are welcome. Please contact a member of the Support Team.
Who Is Covered Under This Agreement
This agreement is intended to cover all Rapidgator community members, including: • Premium users • Non-premium Registered users • Non-registered users
Methods of Contact
The Support Team acts as a central point of contact for all relevant technical support issues concerning Rapidgator, including account questions, abuse reports, copyright infringement reports, call requests, and troubleshooting. Users may submit requests online by sending an e-mail to support@rapidgator.net or call +35722030607.
Hours of Operation
Rapidgator. will be available 99,9% of the time 24x7. Assistance will normally be available from 12:00 - 21:00 GMT/UTC Monday through Friday, except official public holidays in Cyprus. On business days* we will usually respond within 24 hours. *Business days: Monday till Friday, except official public holidays in Cyprus.
Responsibilities of Those Making a Request
Before contacting the Technical Support users should explore FAQ sections.
When answers to their questions cannot be found in FAQ, then the users should contact the Technical Support Team through one of the methods described above.
In contacting the Technical Support Team provide the following information:
• Contact information (first and last name, e-mail, email)
• Your Rapidgator account log-in
• A clear and specific description of the problem or request, including information regarding any error messages you may have received and links to the files involved