Support
Contacting support
Raise a request at the Renevell support portal, or email support@renevell.com. Support is provided in English, Monday to Friday, 9:00 a.m. to 5:00 p.m. Eastern Time, excluding United States federal holidays.
Response targets
| Priority | Definition | First response |
|---|---|---|
| Urgent | EA Sphere cannot be opened or data cannot be saved on your site. | 4 business hours |
| High | A function does not work as documented and there is no workaround. | 1 business day |
| Normal | Questions, minor defects and requests. | 2 business days |
Response targets describe how quickly we respond, not how quickly a problem is resolved. We keep you informed until it is.
What to include
- Your Jira site address, for example yourcompany.atlassian.net.
- Which part of EA Sphere is affected and what you expected to happen.
- The steps that reproduce the problem and, if possible, a screenshot.
Please do not send exports of your records unless we ask for a specific item. We do not need, and cannot see, the data stored in the app on your site.
Documentation
The EA Sphere documentation covers installation, setup and every part of the product.
Security and privacy
Report vulnerabilities and send privacy questions to support@renevell.com, with "Security" or "Privacy" in the subject. See the security statement and the privacy policy.