Support Service Level Agreement (SLA)
Last updated
Our customers are the most important priority for everyone at Revyz. Our goal is that all our customers are completely satisfied with our products and any interactions with our team.
Response Times
When you make a support request to Revyz, we will respond in no more than 24 business hours from the time of your request.
Business Hours
Our business hours are Monday – Friday, 9 AM – 5 PM PST. Revyz is closed on major US holidays.
Support Channels
Submit a request through our support system by clicking Create Support Request.
Requests made will be responded to on a best-effort basis.
Support includes help with:
installation,
troubleshooting problems with Revyz apps,
identifying work-arounds.
Support does not include help:
with product training,
for non-valid and non-current license or inactive subscription,
with non Revyz apps,
with Atlassian software (Jira, JSM, Confluence..) issues,
in any language other than English.
Bug fix policy
Bug Severity - Critical
SLA - Within 10 business days of being reported
Example - Direct access to application or database servers
Bug Severity - High
SLA - Within 3 weeks of being reported
Example - Leakage of sensitive data through bugs / exploits in the application
Bug Severity - Medium
SLA - Within 6 weeks of being reported
Example - Leakage of non-sensitive data
For more information, please see our Change Control & Release Management.