Ricoh offers additional incident based technical support via email for all program levels:
- Premier Pus members = 10 includents per year
- Premier Gold Members = 20 incidents per year
- Premier Platinum Members = Unlimited
Purchased incidents may be used by up to three (3) Member developer employees and are priced as follows.
1 = $1,000
5 = $2,500
10 = $4,500
An “incident” is a single, discrete technical question or problem, which cannot be reasonably subdivided, and also which is not overly broad in scope, and includes up to one (1) hour of time. Requests requiring in excess of one hour to answer or resolve will utilize additional incidents. Technical support provides consultation and advice with respect to use of the relevant Application Programming Interfaces and the Development Software.
Technical support does not include
- Programming
- Correction of errors with respect to Ricoh software products (other than the Development Software)
- Advice or training with respect to the operation of Ricoh hardware or software solutions
- Consultation with respect to non Ricoh software and products or Member network environments.
Technical Support email posts are monitored by our support staff Monday through Friday, 9 AM to 5 PM Pacific Standard Time (excluding major holidays). Posts are answered in the order in which they are received. We attempt to answer with an initial response to a posted issue within 4 to 8 business hours, but this may vary based on support volume. Further, Ricoh makes no guarantees with respect to response times or to the successful resolution of any reported question, error, defect or problem.
The Premier Level membership includes three (3) annual support incidents & limited does not apply support for SmartSDK or BrowserNX. All support incidents must be used during the calendar year. Basic and EDU Level memberships do not include any prepaid support incidents. Unutilized supplemental technical support incidents expire after 12 months. Member acknowledges that Ricoh is not required to provide any updates, upgrades, or any new versions of the Development Software.
Incident Purchase Form
To purchase, please complete the following form, scan it and email it to: ridp-questions@ricoh-usa.com
Q. Is there a way to check how many incidents I have left?
A. Yes, please contact ridp-questions@ricoh-usa.com to request how many incidents are left in your incident plan block.