RevealIT Technical Support Overview
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 US public holidays.
How to Receive Support Services
You are eligible for RevealIT Technical Support if:
- You have a valid support and maintenance contract with RevealIT.
- You have registered with the RevealIT’ s support portal.
Our response time goals for Support incidents are as below:
|Incident Priority||Problem Severity||Response Time||Resolution Goals|
|P1 – Critical||SyA system or application is down, or the system/applicaton is moderately affected.
There is no workaround currently available, or the workaround is cumbersome to use.
|One (1) business day||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.|
|P2 – 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…||Three (3) business days||RRevealIT 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.|
|P3 – Important||Non-critical issues or questions.||Three (3) business days||RevealIT may incorporate the fix in a future release of software./td>|
|P4 – Low||Issues or questions with low impact to the system||Seven (7) business days||RevealIT may incorporate the fix in a future release of software.|
|P5 – Enhancement||Enhancement requests||N/A||RevealIT may incorporate the fix in a future release.|
Note: Response time and resolution goals should not be interpreted as a guarantee of service.