Solutions · Customer Support
Customer Support
RankEZ support runs through certified Golden Resellers and Distributors, backed by third-line product engineering. Regional teams across Hong Kong, Malaysia, Singapore and China answer from 9:00 to 21:00 GMT+8.
Quick links
Support number
HK: +852 9052 3759
Support email
support@rankez.com
Support policy
Response targets, scope and lifecycle: see the full policy.
Global technical support contacts
Hong Kong
9:00 – 21:00 GMT+8 · support@rankez.com
Malaysia
9:00 – 21:00 GMT+8 · support@rankez.com
Singapore
9:00 – 21:00 GMT+8 · support@rankez.com
China
9:00 – 21:00 GMT+8 · support@rankez.com
Support policy
RankEZ does not support customers directly; all cases pass through an authorized Golden Reseller or Distributor, with third-line support for product-specific issues. Product updates are included with every support package for the term of the maintenance contract.
| Priority | Response target |
|---|---|
| Critical | Within 2 hours after phone request |
| Medium | Within 4 hours after phone or email request |
| Low | Next business day after email request |
| Enquiry / feature request | Evaluated by product management: no timeline guaranteed |
Scope and lifecycle
In scope
Product questions; isolating, documenting and finding workarounds for defects; engineering fixes; general best-practice advice.
Out of scope
Customization, configuration assistance and third-party integrations require paid Professional Services.
Release cadence
Monthly releases combine bug fixes, performance improvements and features; annual upgrades are encouraged. With PAMaaS, patching is executed by RankEZ operators.
Partner collaboration
Partners provide the technical guidance to deploy patches and updates safely into production.
Customer Support, solved with RankEZ
Global technical support through certified partners.