Ridsys Support · Platform & Digital
One place for incidents, how‑to questions, and account changes.
Whether you run R‑CAS, R‑SMS, R‑CRM, the platform stack, or Ridsys Digital programs, this page gives you a clear path to the right team and expected response times.
Urgent: Service down, severe degradation, billing impact.
Standard: How‑to questions, configuration help, small bugs.
Planned: Onboarding, migrations, upgrades, or new projects.
At a glance
- • Incident routing: infra, billing, and digital routed to the right team.
- • Response windows: clear expectations by urgency and channel.
- • Self‑service: quick answers for the most common questions.
1. How to get help
Choose the path that best matches what you’re dealing with. If you are unsure, use the general contact option and we’ll route it internally.
Incidents & outages
Service down, severe latency, or billing impact.
- • Include environment and recent changes.
- • Mention error messages and timestamps.
Preferred: contact form with “Bug / issue”.
How‑to & configuration
Questions about features, setup, or recommended patterns.
- • Share context: product, module, goal.
- • Attach sample data or screenshots where safe.
Preferred: contact form with “General enquiry”.
Account & project changes
New operators, migrations, GrowthLab™ or Commerce Engine™ engagements.
- • Share timings and stakeholders involved.
- • Mention any external vendors or integrators.
Preferred: contact form or your account manager.
2. What we support
Platform & infrastructure
- • R‑CAS (conditional access) and headend components.
- • R‑SMS (subscriber management, billing, wallets).
- • R‑CRM & field operations.
- • Network, provisioning, and integrations around these.
Ridsys Digital programs
- • GrowthLab™ experiments across SEO, Social, and Paid Media.
- • Commerce Engine™ builds, CRO, lifecycle, and subscriptions.
- • Growth Scan™ results and follow‑up questions.
3. Response times
Actual SLAs depend on your contract, but we aim for the following default windows for standard clients. If you have a premium support agreement, use the details shared during onboarding.
| Priority | Examples | Target first response | Channels |
|---|---|---|---|
| P1 — Critical | Service down, billing blocked, major outage. | Within 1 business hour. | Contact form (Bug / issue), escalated email. |
| P2 — High | Degradation, repeat errors, key feature unusable. | Within 4 business hours. | Contact form or account manager. |
| P3 — Standard | How‑to questions, non‑blocking bugs, configuration help. | Next business day. | Contact form. |
These are targets, not legally binding SLAs. Contractual SLAs (if applicable) are defined in your agreement.
4. Before you contact us
Sharing a bit of structure in your first message often saves back‑and‑forth and helps us get to a useful response faster.
For incidents
- • What changed recently (deploys, config, environment)?
- • Exact error messages or behaviour.
- • Approximate time it started and how often it occurs.
- • Impacted modules (R‑CAS, R‑SMS, R‑CRM, GrowthLab™, Commerce Engine™).
For how‑to questions
- • What you’re trying to achieve.
- • Current configuration or approach.
- • Any constraints (timelines, external systems).
- • If this is part of a GrowthLab™ or Commerce Engine™ initiative.
5. Account & onboarding
If you are a new customer or expanding into a new region or product line, we can align support and onboarding so that there are no surprises later.
New operators
Share planned go‑live dates, expected subscriber counts, and core topology.
Migrations & upgrades
Let us know your window, rollback strategy, and any parallel systems.
Digital programs
For GrowthLab™ or Commerce Engine™, mention your current channels, budgets, and goals.