Contact Support Team

Our Standard Support Program is subject to the Rapta Terms of Service or, if Customer and Rapta have separately negotiated and executed a Priority Support agreement for the Rapta Platform.

Support Hours

Standard Support hours are 8:00 a.m. – 5:00 p.m. Pacific Time, Monday through Friday, excluding holidays.

Submitting a Support Ticket

Customers may log a support ticket with Rapta:

• By submitting a support ticket at: https://rapta.atlassian.net/servicedesk/customer/portals
• By submitting an email to support@rapta.ai reporting the support requirement. Customers should provide the company name, contact information for the user submitting the case and details of the support requirement.
• Directly with their Customer Success Manager and they will submit a support ticket on your behalf.

Details to include: Process to reproduce the error, impact or severity level and the model and serial number of your system.

Priority Support

Priority Support and SLA agreements can include 24/7 technical support, on-site technical support, training, professional services and other agreed upon services for the Rapta Platform. Priority Support is a paid-for service level agreement. A Priority Support agreement can be secured by contacting either the support@rapta.ai or by contacting your Customer Success Manager directly.