Support
Support & Service Levels
Last updated: June 22, 2026
Recerna customers get email support, a named contact, and guided onboarding for your team. Here's how to reach us and what to expect.
How to reach support
- Email: info@recerna.com
- Hours: Monday–Friday, 9am–6pm ET, excluding US holidays
- Named contact: assigned at onboarding as your escalation point
Response targets
| Priority | Definition | First response |
|---|---|---|
| P1 — Critical | Software unusable for all reps | Within 1 business day |
| P2 — Major | Key feature broken; workaround exists | Within 2 business days |
| P3 — Minor | Question, cosmetic issue, or request | Within 3 business days |
These are response targets, not guaranteed resolution times.
What's covered
- Installation and configuration help
- Defect fixes
- Guidance on running lists, reading verdicts, and exporting results
- Onboarding and training for your reps
What's not covered
- Custom integrations or feature development
- Issues caused by changes to the customer's own machines or environment
- Accuracy of third-party government or data sources — the tool reports them; it doesn't control them
Updates & data freshness
Product updates and refreshed government data (OIG, NPPES) are delivered during the term via signed installer updates.
A note on architecture
Because the software runs on the customer's own machines, there is no central service to monitor for uptime — availability depends only on the customer's own hardware. Support is provided on a description or screen-share basis.