Frequently Asked Questions About Our Support Program
Here are a few answers to common questions about our support program offerings.
For product-related technical FAQ’s, please log onto the Relegen support portal.
Relegen offers a wide range of support options to assist clients with our assetDNA, riskDNA, Unified Suite, relegenDNA Mobile and our other software products. This includes:
- 24/7 online support portal
- In-application contextual help
- Administrator, user & training manuals
- Email support
- Live phone support
- Per-incident support packs
- Enterprise Service-Level Agreements [SLA’s]
Contact Relegen to design a customised product support program that best suits the needs of your business.
The fastest and easiest way to initiate a product support request is to raise a ticket via our support portal. Your ticket will be immediately routed to our support team. You will also be able to view and track the progress of your ticket online. The Relegen support portal can be found here.
To view the recommended system requirements for assetDNA, riskDNA, Unified Suite and relegenDNA mobile click here.
Yes. Typically phone support is offered as part of a maintenance plan. If you do not have a maintenance plan you can also purchase per-incident support packs. Contact us to learn more.
For every new software license, we offer 30 days free priority phone support from the date of installation/activation or as otherwise agreed. From there your maintenance plan or SLA can be designed to include phone support. Alternatively, you can purchase incident support packs and access Relegen’s application experts whenever you need to. Contact Relegen to learn more.
Yes provided your mobile device or tablet meets our recommended system requirements which can be found here. To learn more about our enterprise mobile application, please visit our relegenDNA Mobile product page or contact us.
Relegen will work with you to develop a training program that best meets your business needs and profile of your users. Our training sessions are engaging, interactive and hands on. We can deliver any combination of:
- Customised training solutions
- eLearning or face-to-face
- Administrators + new users + refresher programs
- Specialist courses e.g. Setting up automated database triggers & alerts, mobile application creation and deployment
- Single or multi-day workshops
Contact Relegen to discuss a customised training program to support your deployment today.
Our software uses a subscription-based licensing model.
Our subscriptions generally run on an annual/one-year basis but can also be multiple-year agreements. We have different pricing tiers based on factors such as users, software usage, sites and business projects. Contact Relegen at firstname.lastname@example.org to learn more.
relegenDNA Mobile can be downloaded from the Google Play Store for Android devices and the Apple Store for iOS devices. The relegenDNA Mobile – Tablet edition can be downloaded from the Microsoft Store. All mobile applications require an active software user license in either assetDNA, riskDNA or our Unified Suite. Your user ID/login will be the same for both the browser-based and mobile applications.
If your organisation has deployed a cloud-hosted version, your software will update automatically. If you have a local deployment, please contact our support team via our portal or email@example.com for help to apply the latest updates. Access to product updates will depend on your subscription and/or maintenance status.
Yes. We welcome the opportunity to demonstrate our software products and mobile applications via the web at your convenience. Web demos last anywhere from 45 minutes to one hour depending on how many questions you might have. To schedule your personal live web demo, please contact us at firstname.lastname@example.org.
Yes. We can help you set up a software trial. However, we strongly recommend that you participate in a live web demonstration before going down the path of a site trial. If you have participated in a product demo you can register here for a full software trail.