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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.

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