Current version: 2 · Last updated: 5 September 2026
Definitions
- Platform — the contracted RevoEngine instance operated by the Platform Operator.
- Plan — the tier included in the Agreement: Start, Standard, Plus, Business, or Enterprise. Except for Start, the included Support level is capped at Standard unless the Client purchases an upgrade.
- Error — an outage, lack of operation, or incorrect operation of the Platform or any of its features, resulting in the Platform not working as intended.
- Ticket — a request successfully submitted by the Client through the designated web-ticketing channel. Tickets are categorized as Incident, Billing, Consultancy, or Other. Incident priorities are critical, high, normal, and low. Other includes general inquiries, feature requests, and general product feedback.
- Initial Response Time — the period in which RevoEngine Support receives a Ticket, verifies its validity, replies, and provides an estimated resolution time. Tickets must be submitted through the designated incident channel. Support windows are:
- a) 8x5 — 9:00 AM to 5:00 PM (UTC+02:00), Monday through Friday, excluding public holidays in Poland; Initial Response Time and resolution time are not guaranteed;
- b) 12x5 — 7:00 AM to 7:00 PM (UTC+02:00), Monday through Friday, excluding public holidays in Poland;
- c) 24x7 — 24 hours a day, seven days a week.
1. Initial Response Time
2. Incident Priorities
P4 — Low
The instance is not affected. This priority is used for:- Feedback.
- Feature requests.
- General questions.
- Incidents related to Preview functionality.
P3 — Normal
The instance has one or more of the following:- Unexpected Platform behavior that is difficult to predict and reproduce.
- Platform performance degradation, such as increased API response times, where requests are processed successfully but the delay may cause low-to-medium business impact.
- Partial, non-critical loss of Platform functionality with low-to-medium business impact, where Users can log in and use most core functionality and a temporary workaround is available.
- Loss of Platform functionality with high business impact after a temporary workaround has been applied and the Ticket has been downgraded from P2 — High.
P2 — High
The instance has one or more of the following:- Platform performance degradation, such as increased API response times, where requests are processed successfully but the delay may cause high business impact.
- Partial, non-critical loss of Platform functionality with high business impact, where Users can log in and use most core functionality and a temporary workaround is available.
- Loss of Platform functionality with high business impact after a temporary workaround has been applied and the Ticket has been downgraded from P1 — Critical.
P1 — Critical
The instance has one or more of the following:- The Platform is down and unresponsive, causing high business impact.
- Critical loss of functionality of the Platform and no temporary workaround is available.
- Security vulnerability has been identified.
3. Optional Upgrade
- The Agreement allows the Client to upgrade the Support level. Start Clients do not receive a contractual Initial Response Time commitment.
- Standard, Plus, Business, and Enterprise Clients receive the Standard Support level without an additional fee. Plus, Business, and Enterprise Clients may purchase an eligible upgrade.
- Plus Clients cannot upgrade Support to Business or Enterprise.
- Business Clients may use Plus or Business Support upgrades.
- Enterprise Clients may use the full range of optional upgrades starting from Plus.