Digital Logistics Solutions

Hours of operations

We provide sales and customer service from Mondays to Fridays between 09:00 a.m. and 05:00 p.m EST.

Beyond these times, the following surcharges may apply (see below).

Surcharges

(on Mondays – Fridays) from 06:00 p.m. – 10:00 p.m a per hour 50 % service surcharge can apply

on all bank hollidays per hour 100% service surcharge can apply

Surcharges only apply if service requests are classified as a priority of medium or lower.

Ticket classified with priority of High will be process as out lined in SLA, link here

Administrative service fee

For any invoices pas 45 days of due date a $31.25 Administrative service fee will be charged per invoice

You will receive a notice if in this event to prevent fee from occurringomer quote, or to talk about important news.

Expected ticket time resolutions

Response Time and System status

The response time is the period of time within which RIEGE shall commence the work to rectify  faults or defects.

Response time on tickets depend on Priority as outlined in SLA link here

out line of expected response time on sent tickets

Low

5 business days (Mon - Fri) during help desk hours

Medium

240 minutes (Mon - Fri)
during help desk hours

High

120 minutes

Additionally, you can track and monitor the status of all Scope system on the Reige status page here (click link)