RWS Enterprise
Product Support

RWS is committed to helping clientsachieve maximum results with its RWS
Content and Language technology
solutions. We appreciate that allcompanies are unique and havedifferent needs and requirements whenit comes their support.

We have designed aseries of Support options
that can be leveraged
either individually or in
combination to help yourorganization meet its
business objectives.

RWS Essentials Support provides a comprehensive support service.
You can also select from a variety of a la carte options available in order tooptimize the support you need with your technology deployments.

Features[1]

RWS Essentials

Hours (Coverage)

8½ x 5Service Levels (SLA)

P1: 1 Hour
P2: 4 Hours
P3: 1 Business day
P4: 2 Business days

Named Users

4

Unlimited Support Cases

24x7 Access to RWS Support Gateway including case logging andKnowledge Base, RWS Community, and how-to tutorials

Product Patches and New Releases

Support Communications [2]

24x7 Priority [3]Optional

Additional Named Support Users

Optional

Designated Support Engineer

Optional

A la carte options outlined separatelySign up for notifications here[3]Not available for XPP, Contenta, S1000D[1][2]1

A La Carte Options
24x7 (Priority 1)

Getting started
To learn more about the Support options,please contact supportmanagers@rws.com

Ensure Support for critical issues (P1) 24 x 7 x 365. Named Support
contacts log Support cases and continues to work with RWS Support
resources outside of business hours. [1][2]Additional Named Support Users
Add additional Support Contacts who can access RWS Support Gateway
and work with RWS Support resources.

Designated Support Engineer
Team up with a named individual who has in-depth understanding ofthe solution and will be responsible for managing all support cases toensure timely response and resolution.
Your designated engineer will also hold a monthly service review withyou to review key aspects of the support service including SLA
achievements, time to resolve tickets, outstanding support tickets andrecent product developments.

[1]
[2]

Not available for XPP, Contenta, S1000D
Business hours are defined in the Support Policy, available on http://www.rws.com/support/

About RWS
RWS Holdings plc is the world’s leading provider of technology-enabled language, content management and intellectual property services. We help
our clients to connect with and bring new ideas to people globally by communicating business critical content at scale and enabling the protection
and realization of their innovations.
Our vision is to help organizations interact effectively with people anywhere in the world by solving their language, content and market accesschallenges through our collective global intelligence, deep expertise, and smart technology.
Clients include 90 of the globe’s top 100 brands, the top 10 pharmaceutical companies and approximately half of the top 20 patent filers worldwide.
Our client base spans Europe, Asia Pacific, and North and South America across the technology, pharmaceutical, medical, legal, chemical,automotive, government and telecommunications sectors, which we serve from offices across five continents.
Founded in 1958, RWS is headquartered in the UK and publicly listed on AIM, the London Stock Exchange regulated market (RWS.L).
For further information, please visit: www.rws.com© All Rights Reserved. Information contained herein is deemed confidential and the proprietary information of RWS Group*.
*RWS Group shall mean RWS Holdings PLC for and on behalf of its affiliates and subsidiaries.

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