Learn more about PowerReviews' Support Offerings, response time, case severity, and maintenance windows below. Please review this article before submitting a case to PowerReviews Technical Support, and contact your Customer Success Manager if you have any questions related to the Support Offerings listed.
Available Support
Our PowerReviews Technical Support team is here to assist you during business hours: Monday through Friday, 8 AM to 5 PM US Central Time.
For routine support requests, such as feature suggestions, pre-production inquiries, scheduled downtime notifications, and issues not affecting customers, please submit a support ticket. You can do this through our online form: CX - PowerReviews Technical Support, by emailing us at pwr-support@1worldsync.atlassian.net, or by contacting your dedicated Customer Success Manager. Please provide detailed information about your issue or request. We are committed to responding to all incidents within defined timeframes, depending on the case type and severity level, as outlined in the tables below.
If you are currently working with our Implementation Team, please direct all project-related requests to your Implementation Project Manager (IPM) and Technical Implementation Consultant (TIC). Please refrain from opening a separate case with PowerReviews Technical Support for implementation-related issues, as they will redirect these inquiries to your Implementation Team. This will ensure faster and more efficient resolution during our business hours.
Initial Response Times
The following table provides general guidelines regarding Case Type and PowerReviews' estimated response and resolution timeframes.
| Case Type |
PowerReviews Technical Support Initial Response Time |
| Critical Cases |
1 business hour |
| Non-Critical Cases |
1 business day |
| Moderation* |
3 business days |
*Pharmaceutical moderation requirements vary and abide by a 24-hour guideline.
Case Severity Descriptions
PowerReviews Technical Support strives to respond to all P1/Critical incidents within one (1) business hour. Subsequent responses and estimated resolution timeframes are based on the individual Severity Level.
| Severity Level |
Description |
PowerReviews Action |
|
P1/Critical Issue
|
An issue that results in a complete loss of
functionality and has no workaround.
|
Initial Response in 1 hour
- Issue documented
- ETA for resolution ASAP
- Status updates
- Resolution or workaround is typically scheduled as a hot-fix or possibly in the next code-release, depending on the issue, complexity, and severity
|
|
P2/Major Issue
|
Part of the application is not functioning as it is
Specifically designed to; there may be a
workaround.
Significant Impact/Severe downgrade of services.
|
Initial Response within 2 hours.
- Issue documented
- ETA for resolution provided ASAP
- Status updates are provided regularly
- Resolution or workaround is typically scheduled as a hot-fix or possibly in the next code-release, depending on the issue, complexity, and severity
|
| P3/Standard Issue |
Non-critical functionality of the application is
affected, and a workaround is available. |
Initial Response within 24 hours.
|
| P4/General Assistance |
Questions related to the general usage of the
application. |
Initial Response within 24 hours.
|
Escalating Urgent/Critical Support Requests
For critical, P1 issues, we provide 24/7 emergency support. If you encounter an issue meeting the P1/Critical criteria as detailed in the Case Severity Descriptions table, please escalate immediately. To do so, submit a ticket using our dedicated Priority 1: Critical Issue form. Ensure you complete all required fields and select "PowerReviews" as the current product. Providing comprehensive details will help us quickly understand and resolve the issue.
PowerReviews Maintenance Windows
PowerReviews Portal
The PowerReviews Portal at portal.powerreviews.com/login undergoes scheduled maintenance every other Wednesday from 7 PM to 9 PM Central Time. During this period, the portal may experience temporary unavailability, ranging from brief interruptions to a full two-hour duration. While maintenance is regularly scheduled, confirmation will be provided 1-2 days in advance via a system message displayed on the dashboard upon logging in.
General Code Maintenance
PowerReviews employs highly available systems, enabling us to conduct routine code maintenance at any time without impacting end-user availability. We deploy new products, features, and bug fixes as needed, ensuring continuous updates rather than adhering to a fixed bi-weekly schedule.
Browser Support
The PowerReviews Platform maintains support for the current and previous major releases of Google Chrome, Firefox, Microsoft Edge, and Safari browsers. With each new browser version release, PowerReviews extends support to the latest update(s) and discontinues support for the third oldest version(s). This means that:
- We will no longer provide technical assistance for issues reported by users of unsupported browsers.
- Our testing procedures will no longer include unsupported browsers, applying to all software and systems we develop and support.
Note: The PowerReviews Portal does not support Internet Explorer.
