We don't consider ourselves to be just a tool vendor, but a company specialized in offering real solutions to meet the needs of our customers. As such, we pride ourselves in offering high quality support services.
Our policy is to always provide our customers with the best level of support we can realistically achieve. This means that we will resolve support issues as quickly and effectively as we can. We have a strong history of excellent support, and regard this as an essential aspect of our business.
"Rapita was extremely helpful and quickly found resolutions to our issues. Thank you for the help!"
Front line support
Our support team is comprised of several Field Application Engineers (FAE’s). You will be aided by people who use the tool everyday and have done several integrations involving a variety of compilers, languages, and platforms.
"Rapita team was exceedingly prompt. They have a keen eye for these kinds of problems and spotted the issue quickly. Thanks for the support!"
We do everything we can to find defects in our tools as early as possible and fix them. If you find a bug in our tools, we encourage you to inform us and our development team will endeavor to offer a workaround until we can provide you with a version of the software that fixes the bug. When we have fixed the bug, we will provide you with an interim wavefront version of the software that resolves your problem until our next incremental software release.
"The Rapita support team was super supportive and came with quick fixes with low turnaround time. Appreciate their effort to work late hours supporting client at different time zone."
We aim to resolve support issues as quickly and effectively as we can and regard ongoing support as an essential aspect of our business.
We aim to close 50% of all tickets within 7 days, and we achieved a rate of 69% during 2019.
We aim to close 75% of all tickets within 30 days, and we achieved a rate of 90% during 2019).
"Thanks for the speedy response! I sent the email to Rapita Support at 8:51 AM and the problem is solved by 9:45 AM - less than an hour. Impressive!"
What our customers say
Rapita’s technical customer service team has been consistently helpful and responsive.
Collins Aerospace Flight Controls
We’ve appreciated Rapita’s responsiveness from the get-go and the obvious benefits of having testers and tool provider under one roof.
It was a delight working with Rapita. Their expert engineers quickly adapted to our build system and the integration went far more smoothly than we could have expected.
Once again I could conduct my demo session for 30+ master students flawlessly thanks to the outstanding quality of RVS and the support provided. Thanks once again.
Lecturer at TUM
Original setup and installation was simple and seamless.
Mike Horgan - Technical Marketing Manager, DDC-I Inc.
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Frequently asked questions
How do I check whether I have an active support and maintenance contract, and how do I purchase one?
Contact us and we’ll be happy to help.
Does my license include access to software support and maintenance?
Annual RVS licenses include support and maintenance for the full duration of the license period.
Perpetual RVS licenses include support and maintenance for the first year. After this, you can purchase a Rapita support and maintenance contract to cover one or more years of additional support. You can purchase this support in advance to ensure that your products are covered. As long as your license is covered by a support and maintenance contract, you can access the latest version of RVS, all bug fixes and the Rapita support team.
Do you offer support for projects with a long life cycle?
We offer a frozen version support service for qualified RVS integrations, so you can rest assured that you will have access to the version of RVS you're qualifying even if your project has a very long life cycle.
Which versions of RVS does support and maintenance cover?
Our standard support and maintenance package covers current, superseded and deprecated versions of all our software, subject to our Product Lifecycle Policy.
What’s included in the standard software support and maintenance package?
Our support and maintenance package includes the following:
- Support – access to our support team, who can resolve any issues you may have while using our software
- Maintenance – bug fixes and workarounds to any issues caused by problems in our software
- Updates and information – access to all known issues in our software and assurance bulletins
How do I request support?
You can contact the Rapita support team by email or telephone. Our support team is available Monday to Friday during UK and US office hours and we offer support outside these hours on a best effort basis.
Email address: firstname.lastname@example.org
If you contact us by email, you will receive an automated response and our team will respond to your personally within one working day.
Telephone (international): +44 1904 413945
Telephone (US): +1 248-957-9801
How long does my support and maintenance contract last?
When you purchase a perpetual license for one of our products, we include one year’s support and maintenance in the purchase price. After this period, you need to buy a support service contract to continue taking advantage of our support and maintenance.
When you buy an annual license of one of our products, we include support and maintenance for the duration of the license.
Find out more here about support service duration and purchasing here.
Do I need to register for support?
You don’t need to register for support. If you have a license with active support and maintenance, you are automatically registered for our support services and can request support by contacting our support team.