Post Sales Telephone Support
React Technologies offers two main Telephone Technical Support Services. These are available either via an annual Service Level Agreement (SLA) or on a per Incident basis.

These services are available to clients having purchased all, or elements of their network solutions from React. The cover available (unless otherwise agreed in advance) is provided only for those network elements sold by React Technologies.

Our Standard support offering (Level One) is available during business hours and provides fast response to technical queries concerning feature / product performance, configuration support and broad troubleshooting expertise.

Our enhanced support offering (Level Two) is available during business hours, or on a 24x7 basis, dependant upon the terms of the Service Level Agreement. The features of this specialist Level Technical Support include:

Technical support / escalation staff performs problem isolation and replication, lab simulations and interoperability testing, provides remote diagnostics capabilities and on-site troubleshooting, if required, and implements a solution for a problem that is not the result of a product error. In the case of a product error, Reacts technical staff is able to identify the source of the error, create a reproducible test case, and document the details of the error for escalation to Level Three, which is usually the Manufacturer.

These services are designed to provide peace of mind and reduce the overall cost of network ownership, for corporations wishing to allow the solution experts to provide their expertise (i.e. React) whilst enabling their in-house MIS staff to focus on their core role.