RedMane Technology Vendor Page
Texas DIR Cooperative Contracts
TX-RAMP certified Cloud Products
To contact RedMane Technology
email melvin_blanco@redmane.com or call (786) 200-3501
To Obtain a Quote or Place a Purchase Order email melvin_blanco@redmane.com
All quote requests and purchase orders must reference DIR contract number DIR-CPO-5355
Backup/Restore and Responding to Disasters and Power Outages
RedMane is responsible for configuring services in Microsoft Azure to back-up a copy of Customer’s data daily and keeping each backup for at least 30 days. Backups are kept at a separate Microsoft Azure data center from the Customer Solution. If Customer requests a restore, RedMane will perform the restore. If Customer requires more frequent backups, mirroring, or a different backup retention period, those are available via an additional service arrangement for an additional fee.
RedMane is responsible for responding to any disaster that impacts the Customer Solution being available at the hosting location. RedMane may move the Customer Solution to a new Microsoft Azure data center in the event of a disaster or redeploy the Customer Solution once Customer’s assigned data center becomes accessible. RedMane will use commercially reasonable efforts to restore the most recent accessible and complete backup of Customer’s data when the Customer Solution again become available. If Customer requires a more responsive disaster recovery approach, RedMane can make one available via an additional service arrangement for an additional fee.
In the event of a disaster, recovery point objective (RPO) is 24 hours and recovery time objective (RTO) is 72 hours.
SUPPORT AND RESPONSIBILITIES
- Technical Support Scope: RedMane will support the Customer Solution as described under each severity level and use reasonable efforts to address each support case in accordance with these Support and Service Levels. RedMane and Customer agree to adhere to Responsibilities of the Parties section of this document. For this Agreement, the “Customer Solution” shall mean: the mCase Platform, its hosted environments, mCase Mobile Module and the mCase Solution.
- Out of Scope: REDMANE SHALL HAVE NO OBLIGATION TO SUPPORT OR TROUBLESHOOT ERRORS OR ISSUES CAUSED BY CUSTOMER’S INFORMATION TECHNOLOGY, THIRD PARTY COMPONENTS (EXCEPT TO THE EXTENT THAT THOSE THIRD-PARTY COMPONENTS ARE INCLUDED IN THE CUSTOMER SOLUTION), INTERNET OR TELECOMMUNICATIONS SYSTEMS, CUSTOMER NOT USING REDMANE SUPPORTED TECHNOLOGY
(WWW.REDMANE.COM\MCASE–SUPPORTED–TECHNOLOGY), CUSTOMER NOT ON A SUPPORTED MCASE PLATFORM VERSION, OR CUSTOMER’S IMPROPER USE OF THE CUSTOMER SOLUTION IN BREACH OF THIS AGREEMENT. ANY ADVICE OR SUPPORT PROVIDED BY REDMANE REGARDING OUT OF SCOPE ISSUES IS OFFERED “AS IS” WITHOUT ANY WARRANTY.
- Who is Authorized to Contact Support: Unless otherwise agreed, each Customer is to designate a primary and backup support contact. Both of these individuals may contact RedMane for support. This approach allows your organization visibility into your support activities, avoids many of your team members contacting RedMane about the same issue, helps promptly address local issues or policy matters, and provides greater security as we can verify these individuals represent your organization.
- Locations From Where Support May Be Provided: Since RedMane supports the Customer Solution for mCase customers across North America, it may provide support from either its U.S. or Canadian offices, at its discretion.
- Availability of Customer Solution: RedMane will use commercially reasonable efforts to make the Customer Solution available 99% of the time (excluding scheduled maintenance) on a 24 hours a day, 7 days a week, 365 days a year basis.
- Severity and Support Methods: RedMane will respond to a Customer support case based on its severity. A description of each severity level and RedMane’s response is defined below.
Customer’s authorized points of contact may submit cases with a question or report a suspected issue(s) to RedMane technical support personnel as set forth at the bottom of each severity level included below. RedMane may change submission methods from time-to-time upon written notice to Customer. Authorized Customer points of contact must be trained on the Customer Solution before submitting support cases.
Severity Level 1
Severity Level 2
Severity Level 3
Severity Level 4
- Support Hours: Support for each severity level case is available on RedMane business days between the hours of 8:00 am – 5:00 pm CT Monday through Friday, excluding holidays, unless otherwise agreed. In addition, support for severity level one cases is available after hours during the business week and on weekends.
- Additional Support or Out of Support Hours Support: Any services RedMane provides at the Customer’s request outside of the Technical Support Scope or outside of Maintenance and Enhancement hours will be billed RedMane’s then current hourly rate. At that hourly rate, RedMane is able to provide assistance to the Customer for activities including, but not limited to, performing additional hours that exceed 40 hours per month of maintenance or enhancement services specified in the SOW.