Technical Support Procedures and Service Level Agreements
How to Contact Us
Our primary support portal is available at http://revealitsolutions.freshdesk.com/support/login
The Support portal is used to research information, log and track support incidents. You are also welcome to contact RevealIT Technical Support via these alternate methods:
RevealIT shall maintain standard service hours between 09:00 – 17:00 Monday to Friday, Eastern Standard Time excluding all public holidays.
How to Receive Support Services
You are eligible for RevealIT Technical Support providing:
- You have a valid support and maintenance contract with RevealIT.
- You have registered with the RevealIT’ s support portal.
Response to errors. RevealIT shall provide the following responses to Error reports:
|Incident Priority||Problem Severity||Response Time||Resolution Goals|
|P1 – Emergency||System or a major application is down on the production system, seriously impacted, or the customer’s data is lost or destroyed, and no reasonable workaround is currently available.||One (1) hour||Upon confirmation of receipt, RevealIT begins continuous work on the problem. A customer resource must be available at all times to assist with problem determination. RevealIT will provide best effort for a workaround or fix within 48 hours, once the problem is reproducible or the product defect has been identified|
|P2 – Critical||A non-production system is down, or the system/applicaton is moderately affected.There is no workaround currently available, or the workaround is cumbersome to use..||Four (4) hours||RevealIT will provide best effort for root cause determination and resolution plan within seven (7) business days, once the problem has been reproduced. RevealIT’s goal is to incorporate the fix in the next open release of software.|
|P3 – Serious||The system or application issue is not critical – no data has been lost, and the system has not failed.
The issue has been identified and does not hinder normal operation, or the situation may be temporarily circumvented using an available workaround.
|Eight (8) hours||RevealIT will provide best effort for root cause determination and resolution plan within 20 business days, once the problem has been reproduced. RevealIT’s goal is to incorporate the fix in the next open release of software, but may reprioritize delivery depending on customer need|
|P4 – Important||Non-critical issues or questions||Three (3) business days||RevealIT may incorporate the fix in a future release of software.|
|P5 – Enhancement||Enhancement requests||Three (3) business days||RevealIT may incorporate the fix in a future release.|
Note: Response time and resolution goals should not be interpreted as a guarantee of service.
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