DevRev Support Service Level Agreement (“SLA”)
Summary
The following document outlines the Support Service Level Agreement between DevRev and its Ultimate Plan customers for response time, uptime/availability commitments and communication methods.
Response time priority:
Response time will be defined according to the type of severity levels set forth below:
| Severity Level | Definition |
|---|---|
| Blocker | There is a critical failure impacting ongoing business operations (e.g. daily operational activity) and a short term workaround is not available. |
| High Priority | There is a critical failure in the operational activity where a short term workaround is available. |
| Medium Priority | An inconvenient problem exists, however, a workaround is readily available and can be applied. |
| Low Priority | There is a misleading or unsatisfactory component or feature with no operational impact. |
Service Levels :
Response time:
Support requests will be responded to on the following timetable 24 hours per day, 7 days a week, excluding holidays.
| Blocker | High | Medium | Low | |
|---|---|---|---|---|
| Response time | 30 minutes | 30 minutes | 2 hours | 3 hours |
** Response & Resolution commitments for Medium and Low will be suspended during the mentioned Holidays**
Uptime/Availability Commitment
DevRev will use commercially reasonable efforts to make the Services Available 24 hours a day, 7 days a week, except for planned Downtime (of which DevRev shall give reasonable advance electronic notice).
“Available” means the time when Customer can log into the Platform’s user interface.
“Downtime” means any period of time in which the Services are not Available. “Downtime” specifically excludes any time in which the Services are not Available because of: (i) emergency maintenance, (ii) any unavailability caused by circumstances beyond DevRev’s reasonable control, including, for example, an act of God, act of government, flood, fire, earthquake, civil unrest, act of terror, strike or other labor problem (other than one involving DevRev employees), Internet service provider failure or delay. emergency maintenance, (iii) load or penetration testing by Customer, or (iv) usage of beta, or other non-generally available features or services.
Resources
Available channels for support:
Chat (www.DevRev.ai | https://app.DevRev.ai)
Email (support@DevRev.ai)
Support Portal (www.support.DevRev.ai)
Communication Protocols:
DevRev Status Page: https://status.devrev.ai/
DevRev maintains a services status page that can be referenced for DevRev current status, maintenance information, and performance incidents (current and past).
DevRev App:https://app.DevRev.ai/
During incidents, DevRev will display a banner at the top of the DevRev app indicating the status of an ongoing disruption and will update it when the incident is resolved.
If a customer reports the problem as well, a ticket will be created and can be tracked for status updates, resolution and the root cause analysis as well.
Escalation:
Customers may also directly escalate their own reported problem (ticket) from the DevRev Customer Portal (https://support.devrev.ai/).
Holiday schedule:
DevRev follows the following holiday schedule which may be amended from time to time and year to year:
| Dates | Dates cont. | Dates cont. |
|---|---|---|
| January 1 | May 27 | October 14 |
| January 15 | June 19 | October 31 |
| January 26 | July 4 | November 11 |
| February 19 | August 15 | November 28 |
| March 25 | September 2 | November 29 |
| March 29 | September 16 | December 25 |
| April 9 | October 2 | December 31 |
| April 11 | October 11 |
Excluded Services:
The following services shall be out of scope from this Service Level Agreement:
- Services related to Third-Party Products
- Errors in any end-user data or other information supplied by the Customer
- Errors not attributable to the DevRev service
Amendment:The terms of this SLA may be amended by DevRev from time to time by providing thirty (30) days’ prior notice via notification in the Platform.