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Revalize Global Customer Support Policy

Revised Date: February 17, 2023
The intention of this Policy is to provide Revalize customers with information regarding Revalize Global Customer Support and to describe the procedures we employ to address customer-reported issues and requests. Revalize reserves the right to update this Support Policy at any time.

Revalize Global Customer Support

Revalize provides standard support for all Revalize products. The details of the scope, process and procedures for such support are covered within this Revalize Global Customer Support Policy.  Contractual provisions will be observed during the term of the current contract. 

On-going support is a critical component of any strategic business investment with the Revalize product(s) deployment. For the avoidance of doubt, unless specifically noted, this Revalize Global Customer Support Policy applies to Revalize product(s), not for any third-party or Customer specific components used with the Revalize product(s) (“Customer Solution”).
Contacting Revalize Global Customer Support

The primary method to contact Revalize Global Customer Support is the Revalize Customer Help Center portal:

 Customers may submit support requests, view and respond to existing cases, and access the online knowledgebase at any time using the portal. Revalize Global Customer Support seeks to respond to requests promptly and prioritizes the responses based on reported severity and business impact. Additional information is available in the Severity & Priority section below.

Emergency support

Revalize defines an emergency as one where the Revalize production software is inoperable (production down), unresponsive, inaccessible, or otherwise severely degraded and where a work-around is not available. A security breach would also constitute an emergency. Similar events with a non-production environment will not be considered an emergency. Emergencies should be reported through the Revalize Customer Help Center portal with a Severity 1. Emergencies will be reviewed during business hours and responded to promptly.


Revalize will communicate customer notices related to cases, upcoming product releases, hotfixes, beta testing, maintenance windows, or critical incidents.

Knowledge Base

Basic Application Guidance

 Customers may ask questions related to Revalize product(s) as part of daily administrative maintenance of Customer solution. If questions are specific to implemented features and / or if Customer desires changes to implemented functionality, issues may be raised to Revalize Professional Services for implementation and/or design consulting. Asking questions of Revalize Global Customer Support does not take the place of formal administrative training and certification.

Self Service Knowledge Base.
Customers with qualifying contracts shall have access to the knowledge base and self-guided “how to” materials found at These resources are intended to provide basic information and do not take the place of formal administrative training and certification.

Designated Contacts


Designated Contacts are users the Customer identifies as primary liaisons between Customer’s organization and Revalize for delivery of Revalize Support. These users are commonly system administrators, assigned from Customer’s internal Level 2 or above support teams, and/or serve as Customer business leads.

Customer may identify multiple Designated Contacts. Revalize recommends customers identify a minimum of two Designated Contacts. Customer shall notify Revalize in writing no less than five (5) business days whenever Designated Contact responsibilities are transferred to another individual. Revalize is permitted to deem each Designated Contact as an authorized representative of Customer until written notice removing such user’s designation as a Designated Contact has been received by Revalize.

Benefits of the Designated Contact role include building consistency in support incident reporting and providing standards to maximize efficiencies for both the Customer and Revalize teams. Utilizing a Designated Contact allows the Revalize Global Customer Support team to respond more quickly and thoroughly because the information necessary to triage and address the issue is often included in the initial report. In addition, a Designated Contact’s solution knowledge will build up over time to better triage future incidents that are reported by Customer and its users.
Designated Contacts shall be responsible for overseeing Customer support case activities, which include:
  • Develop and/or deploy troubleshooting processes within Customer’s organization.  Designated contacts commonly serve as the system administrators for the customer’s solution.
  • Designated Contacts are expected to have successfully completed administrator training related to the solution provided by Revalize. Customer shall ensure that Designated Contacts maintain their knowledge of the software and their implemented solution.
  • Resolve any user account administration incidents (i.e., password reset, lockout, etc.) for end users.
  • Ensure relevant information is provided to the Revalize Global Customer Support team for all incidents opened. See details in Support Policies and Procedures section.
  • Whenever possible and prior to submitting a Support request, the Designated Contact will
  • Review available information and software / system documentation;
  • Confirm the presence of the issue on the customer’s test system. If the error cannot be reproduced in the test system (using the latest version and service pack), the customer may be asked to upgrade or update their software to the most recent release.
  • Document the steps taken to reproduce the issue and provide trace or other error logs to Revalize Global Customer Support.
Customers who have identified Designated Contacts shall continue routing inbound cases through those Designated Contacts. Cases submitted by non-Designated Contacts may be delayed while Revalize Support confirms the legitimacy of the request by contacting the Designated Contact.  Revalize Global Customer Support will assist the Designated Contacts to troubleshoot and resolve issues.
Revalize understands that some Customers using some Revalize products may not have the infrastructure or expertise to create an internal support team; therefore, establishing a Designated Contact for liaising with Revalize Support Cases may not be feasible. In these situations, cases may be submitted by licensed users. Depending on the request, Revalize reserves the right to confirm legitimacy of the request by contacting the Customer’s Revalize product administrator before triaging the case. Confirming the request may result in additional delay toward case resolution.


Revalize has partnered with select companies to extend a variety of services and functions. In cases submitted by a partner organization on behalf of a customer, the partner assumes the role of the customer. Revalize Global Customer Support will communicate directly with the partner when necessary. Accordingly, the partner will observe the regulations stipulated in this Support Policy.

Severity & Priority

Revalize Global Customer Support will establish priority for case response and resolution based on a combination of customer-reported inputs. These inputs include but are not limited to the severity of the issue, the affected environment(s), and the business impact. The tables below provide additional context regarding severity and priority. Revalize Global Customer Support will strive to react to prioritized cases within a designated time period (e.g., the Anticipated Reaction Time) as noted below.

As mentioned above, when submitting a request for support, the customer will be asked to 1) assign a severity rating to the issue, 2) provide information related to the business impact, and 3) identify the affected environment. Taken together, these inputs help Revalize Global Customer Support determine a priority for each case.

Any production environment outage issue should be reported as a Severity 1 and will be classified as a Priority 1 (Critical) issue.

If a customer submits multiple requests for support, each request will be prioritized. If the cases are assigned the same priority level, Revalize Global Customer Support will address the issues in order of severity (Critical to Low).
Severity Scale
Critical (S1)Used to indicate an issue of grave importance for the customer. Production stack is down or a major malfunction resulting in a product inoperative condition with no workaround immediately available. All or a clear majority of users are not able to access the system, to reasonably perform their normal functions. Applies only to production systems.
High (S2)Used to indicate this is high importance to the customer. A work-around may be available, but that resolution is not optimal. Critical loss of application functionality or performance, resulting in a majority of users unable to perform their normal functions. The product is usable, but severely limited.
Moderate (S3)Used to indicate an issue of moderate importance to the customer. A work-around is available and may be sufficient for a limited time. Moderate loss of functionality or performance, resulting in multiple users impacted in their normal function. Minor feature/product failure.
Low (S4)Used to indicate something at the customer site that does not impact their current workflow processes. Minor problems or questions that do not affect product functionality, such as How-To’s, documentation, and general questions.
Priority Scale
Critical (P1)
  • Solution is non-operational or users cannot access the system, or the functionality is cripplingly decreased, or backup or other security of data can no longer be performed.
  • The defect affects mission-critical functions or information in the production environment and may include, but not be limited to, data loss or corruption, system crash or missing major functionality.
  • This may include any defect related to safety, system availability, overall data integrity, or ability to serve the customer.
  • Revalize will work continuously with the customer to resolve the issue or to restore the solution.
  • Priority 1 cases are reserved for production environments only
High (P2)
  • Solution is operational with functional limitations or restrictions.
  • The defect will have a large impact on the functionality of the application.
  • This defect may allow for continued use of the application, but there may be compatibility or operability disruptions with no known work-around.
  • These are business critical issues.
Moderate (P3)
  • Solution is operational with functional limitations or restrictions that are not critical to the overall system operation and the defect has a moderate impact on the functionality of the application.
  • The application remains usable by all groups.
  • A functional error exists for which there is an acceptable workaround.
Low (P4)
  • Solution is operational with problems or errors, which have little impact on the solution.
  • P4 cases include minor or cosmetic issues, documentation errors, training, report requests, and change requests.
  • Defect has minimal impact on production level environments.
Revalize understands that the severity and impact of an issue may evolve over time. While reprioritization is not guaranteed, these situational changes may be discussed between the Designated Contact and the assigned Case Owner.

Incident Management

Initial Triage / Incident Management / Problem Determination:
Upon confirmation of Severity, the Revalize Global Customer Support team will review and provide initial triage of the Customer-reported incident based upon Customer-provided replication steps, business impact, effected environment, and reported severity. Revalize will look for trends related to submitted cases and work to resolve the incident as quickly as possible. Should the incident not be able to be replicated or otherwise resolved, the Revalize Global Customer Support team may escalate to engage other teams as appropriate to expedite the resolution of the incident or confirm to Customer that the incident could not be replicated.
Initial Response Time
By utilizing a combination of factors including Severity and Priority, Customer Support will classify issues accordingly.  The target initial response times for classified issues are provided for reference and may change without notice. Resolution times will vary based on the issue being addressed.
S1 S2 S3 S4
P1 Critical Not applicable for P1
P2 High High Moderate Low
P3 Moderate Moderate Moderate Low
P4 Low Low Low Low
P1/S1 issues (Critical) are reserved for production environment issues, including production system outages, severe degradation of software performance, and/or other urgent matters.
Issue Classification Target Initial Response Time
Critical (P1) <2 business hours
High (P2) <8 business hours
Moderate (P3) <2 business days
Low (P4) <3 business days

Standard Business Hours

Revalize observes the following standard business hours, Monday through Friday, excluding holidays.   

  • Europe: 8:00 am – 5:00 pm, Central European time zone (UTC +01:00)
  • North America: 8:00 am – 5:00 pm, Eastern time zone (UTC -05:00)

Unless noticed, Support agents are normally available during these standard business hours.  Notices will be placed in the Revalize Customer Help Center portal. 

North America may also provide extended (emergency) support hours for emergency issues until 8:00 pm Eastern time zone.  Responses to non-emergency issues (see Emergency Support) will be referred to standard business hours.  

Support Procedures

Incident Resolution Process
Revalize leverages a defined process, case classification criteria and an online tracking system to effectively facilitate each step. Customers who contact the Revalize Global Customer Support team should expect the following:  

  • A Customer submits a case and receives an auto response email with the case ID and link. The Customer may use the Revalize Global Customer Support Portal to view the submitted case for progress, submit additional information, to review knowledge base articles, and to communicate with Revalize Global Customer Support.
  • The Revalize Global Customer Support team monitors a queue for new cases and determines the case priority and internal assignments.
  • The Revalize Global Customer Support Representative works with Customer and any other internal Revalize teams until the case is resolved. When necessary, the case is escalated to other Revalize teams to assist.
Before creating a case, the Customer shall:
  • Utilize Dedicated Internal Support: Customer should maintain their own support team to collect and trouble-shoot issues prior to contacting Revalize.
  • As discussed above, the customer’s Designated Contact should interact with the Revalize Global Customer Support department.
  • This prevents duplication of issues, may resolve simple problems more quickly, and allows for more efficient interaction between the customer and Revalize Global Customer Support.
  • Review Configuration: Customer should review system configuration and setup files, including message logs, job schedulers, job histories, log files, application services, file locations, directories, paths, and setup parameters.
  • The root cause of the issue may be related to a configuration or setup problem or may be diagnosed in an existing system message.
  • Identify when the problem started and whether any changes have been made to the configuration or system.
  • This information will help identify a list of potential causes for the current situation.
  • Review Documentation: Review all relevant documentation — including any release notes or “Read Me” files — as well as the manuals and online help.
  • This documentation can help quickly identify the source of the issue.
  • Review Online Solutions and Knowledgebase: Use the Revalize Customer Help Center portal to review existing cases and knowledgebase articles.
  • The solution to the issue may already be documented within the online service.
  • Review and Verify Product Updates: Verify the installation by ensuring that all appropriate product updates have been applied correctly and in the appropriate sequence.
  • Access the Revalize Customer Help Center portal for the most current product update information.
Submitting a Case
Once the customer’s internal support team confirms an issue, a Designated Contact should submit a case through the Revalize Customer Support portal. Providing complete, detailed information in a timely manner helps determine a solution or an answer quickly. The quickest resolution to a case is when it can be replicated and presented in an organized manner.

When submitting a case through the Revalize Customer Support portal, these data points are required.
  • Select the Revalize product brand affected by the incident.
  • Select the type of issue being reported or type of request.
  • Include a meaningful subject line that describes the incident.
  • Include a full description of the incident or request.
    • Include the user login/ID that experienced the incident (if different from the user reporting the issue).
    • Include the date / time / time zone when incident was first reported
    • Include the date / time / time zone when Revalize product(s) last worked as intended.
  • Include the steps taken to reproduce.  Include screenshots and trace / log files or as attachments.
  • Select the Severity classification (see Severity definitions above)
  • Select the Business impact.
    • Users impacted – How many users are impacted by this incident and which user roles are impacted?
    • What locations are impacted?
  • Select the Environment affected.
    • What environment (Production, Test, Sandbox, etc.) is experiencing the issue for the Revalize product(s)?
    • If it is Production, is it repeatable in the Test or Sandbox environment?
Case Owner
Each case will be assigned to a Case Owner.  The Case Owner is responsible for communicating with the Customer, updating the status of the case in a timely manner, referring the case to other departments when necessary for resolution, and escalating the case to management when necessary.  The Case Owner may change following initial triage based on the level of analysis that is required to resolve the issue.  

Revalize will determine the cause of the error experienced by the customer.  These frequently are determined as  

  • Configuration error – The cause of the problem is related to the configuration of the customer’s current system.
  • External software error – The cause of the request is an error in a third-party software, which cannot be resolved by Revalize. Revalize does not provide support for third-party software.  If the problem is determined to be due to a third-party software provider or integration with a third-party , Revalize Support will not be able to resolve the issue until the third-party software is removed or the conflict is resolved.
  • Environmental error – The cause of the error is due to an issue on the Customer’s network or environment and cannot be supported by Revalize.
  • Software error – The cause of the request is an error that can be resolved by Revalize. The solution will be made available, depending on the priority, either as a hotfix, in a future scheduled release or Service Pack.  Priority 1 issues may be candidates for a hotfix resolution.  Hotfix solutions are available only on the latest version and service pack.  Other issues (priorities 2 – 4) may be resolved through a scheduled software release or service pack.
Case Escalation Process
In the event of an issue taking longer than expected for action and resolution, Revalize Global Customer Support has adopted rules to elevate the visibility of the case and to see the issue resolved promptly.  Revalize Global Customer Support seeks to provide exemplary service and support and will make concerted efforts to resolve issues as quickly as possible. Resolution times cannot be guaranteed.  
Customer Feedback
Revalize Software actively and regularly seeks feedback from customers regarding our products and services. When a case is closed, the customer associated with the case will receive an email inviting them to complete a brief online Customer Satisfaction (CSAT) survey. The survey provides the customer the opportunity to provide quantitative and qualitative feedback regarding the case by focusing on the customer’s satisfaction in three areas: 1) the service provided by the Customer Support Representative, 2) the timeliness of our response, and 3) the quality of solution provided. The customer may also request to be contacted by a Customer Support Manager regarding their experience. Revalize takes customer feedback very seriously and shares it with Product Development, Professional Services, and other departments to improve our solutions and services. On behalf of the organization, thank you for taking the time to provide your perspective regarding our efforts to help your business.