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Definitions

1. Platform means contracted instance within RevoNG.
2. Plan means tier included as the part of Agreement, which is one of the following: Start, Standard, Plus, Business and Enterprise, however, Support Plan is capped at Standard free of charge for all tiers excluding Start, as long as it is not upgraded.
3. Error means, outage, lack of operation or incorrect operation of the Platform or its individual features, as a result of which the System does not work as intended.[AW1]
4. Ticket means, when Customer successfully submitted request trough web ticketing. Tickets are divided into the following categories and optionally priority, (A) Incident, priorities: critical, high, medium, low; (B) Billing; (C) Consultancy; (D) Other - general queries and questions including feature requests and general product feedback;
5. Initial Response Time means, when RevoNG receives Ticket and verify its validity providing reply and estimated resolution time, Tickets must be submitted trough web ticketing as Incident.

• a) “8x5” means from 9am to 5pm (UTC +02:00), Monday through Friday, excluding public holidays in the country of Poland, the Initial Response Time and Resolution Time are not guaranteed.
• b) “12x5” means from 7am to 7pm (UTC +02:00), Monday through Friday, excluding public holidays in the country of Poland.
• c) “24x7” means from 24 hours per day per week.

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1. Initial Response Time

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2. Incident Priorities

• Feedback.
• Feature requests.
• General questions.
• Incidents related to Preview functionality.

• Unexpected behavior of Platform functionality, which has a very randomized effect, that is hard to predict and difficult to replicate.
• Performance degradation of the Platform (e.g., API response times), requests are successfully processed but with the delay which might cause low to medium business impact.
• Partial and non-critical loss of functionality of the Platform where users are able to login and use most of the core functionalities, that has low to medium business impact, temporary workaround is available.
• Loss of functionality of the Platform with high business impact but temporary workaround is applied (a temporary solution was applied and Ticket was downgraded from P2 - High).

• Performance degradation of the Platform (e.g., API response times), requests are successfully processed but with the delay which might cause high business impact.
• Partial and non-critical loss of functionality of the Platform where users are able to login and use most of the core functionalities, that it has high business impact, temporary workaround is available.
• Loss of functionality of the Platform with high business impact but temporary workaround is applied (a temporary solution was applied and Ticket was downgraded from P1 - Critical).

• Platform is down and irresponsive, which causes high business impact.
• Critical loss of functionality of the Platform and no temporary workaround is available.
• Security vulnerability has been identified.

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3. Optional Upgrade

• As a part of the Agreement, the Customer is provided with the ability to upgrade their support level. Currently, Start Customers are not able to get any commitments when it comes to initial response time.
• Standard, Plus, Business and Enterprise Customers are supported with Standard level of the support free of charge where Plus, Business and Enterprise Customers are able to upgrade their support level.

• Customers with Plus tier are not able to upgrade their level of the support services to Business and Enterprise which is lower overall than their contracted instance Agreement.
• Business Customers can use both Plus and Business upgrades.
• Enterprise Customers can use full range of the optional upgrades starting from Plus.

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Revisions