Revised Date: August 8, 2024
The intent of the Partner Support Policy is to provide Revalize partners with information regarding Revalize Customer Support and to describe the procedures we employ to address partner-reported issues and requests for their customers. Revalize reserves the right to update this Partner Support Policy at any time.
Revalize provides standard support for all Revalize products. The details of the scope, process and procedures for such support are covered within this Revalize Partner Support Policy. Contractual provisions will be observed during the term of the current contract.
Ongoing 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 Partner Support Policy applies to Revalize product(s), not for any third-party or customer specific components used with the Revalize product(s).
Partners may ask questions related to the daily administrative maintenance of Revalize product(s) that comprise a customer’s solution. Asking questions of Revalize Customer Support does not take the place of formal product training and certification.
Revalize observes the following standard business hours, Monday through Friday, excluding holidays:
Unless notified otherwise, Revalize Customer Support is available during these standard business hours. Notices will be posted on the Revalize Customer Portal if availability differs from the above.
Partners should notify their customers of the partner’s standard business hours for first line support. Additionally, partners should communicate their holiday schedule and ensure appropriate coverage is available as arranged between the partner and their customer.
The below processes address what a partner should do prior to submitting a case to Revalize Customer Support, provides a high-level overview of what happens when an issue is submitted to Revalize, and outlines the specifics for the key elements of how issues are managed until resolved.
Revalize leverages a defined process, issue classification criteria and an online case tracking system to effectively facilitate each step in resolving an issue. Partners who contact Revalize Customer Support should expect the following:
If a partner has fully evaluated the issue per the above recommended steps and cannot identify a resolution, their Designated Contact should contact Revalize Customer Support (see Designated Contact section below) to resolve the issue in the most efficient manner possible.
The Revalize Customer Portal provides partners the ability to submit support requests, view and respond to existing cases, and access the online knowledge base. Revalize 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 Target Initial Response Time section below.
When the Designated Contact submits an issue through the Revalize Customer Portal, they should provide detailed information to assist Revalize Customer Support reach a resolution or answer quickly. The quickest path to issue resolution is when information related to the issue is presented in an organized and timely manner and the issue can be reproduced within a customer’s environment.
When submitting a case through the Revalize Customer Portal, the following information is required:
As mentioned above, when submitting an issue or request, the partner 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 (production, test, etc.). Taken together, these inputs help Revalize Customer Support determine the prioritization of each issue.
Revalize Customer Support targets initial response times based on the Severity communicated by the partner when they submit the issue. Resolution times will vary based on the issue being addressed.
Severity 1 issues (Urgent) are reserved for production environment issues, including production system outages, severe degradation of software performance, and potential data integrity or security events.
Revalize Customer Support prioritizes the target initial response based on an issue’s reported severity, and then prioritizes the issue based on a combination of partner-reported inputs. Additional inputs include the business impact and affected environment.
If a partner submits multiple requests for assistance, each issue will be prioritized individually. If the issues are assigned the same severity level by the partner, Revalize Customer Support will address the issues based on the business impact, affected environment, and in the order in which they are received.
The table below provides additional context regarding issue severity. Revalize Customer Support will strive to react to high severity issues within a targeted time period as noted above.
Revalize understands that the severity 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 Revalize Customer Support Case Owner.
Each case will be assigned to a Revalize Customer Support Case Owner. The Case Owner is responsible for communicating with the partner contact, updating the case’s status in a timely manner, referring it to other departments when appropriate, and escalating the case to management and other departments as needed. The Case Owner may change following the initial issue triage and during the case’s life, based on additional information learned from the partner.
Upon confirmation of Severity, Revalize Customer Support will review and provide initial triage of the partner-reported issue based on the information the partner provides when submitting the issue via the Revalize Customer Portal. The more information provided (see Submitting an Issue section above) when an issue is submitted the more accurate the initial triage performed will be in identifying a path to resolution.
Revalize Customer Support delivers all support services remotely, employing the use of a remote desktop sharing software. This tool provides Customer Support the ability to create a remote desktop sharing session that allows Customer Support Case Owner to witness an issue firsthand and aid with issue investigation and troubleshooting. Customer Support cannot access a customer’s environment without their explicit acceptance of the remote desktop sharing session invitation and will only stay connected to the remote session with your continued presence to ensure adherence to data handling and security best practices. If on-site assistance is needed, partners have the option to engage Revalize Professional Services for consulting services.
In the event an issue is taking longer than expected for action and resolution, Revalize Customer Support has adopted rules to elevate the visibility of a case and progress the issue troubleshooting. Revalize Customer Support seeks to provide exemplary service and support and makes a concerted effort to resolve issues as quickly as possible; however, resolution times cannot be guaranteed.
Revalize will determine the cause of an issue experienced by the partner. Most commonly these are determined as:
Product enhancement requests submitted to Revalize Customer Support are documented through a case and transferred to Product Management for review and potential inclusion in the product roadmap. Once a product enhancement request has been transferred to Revalize Product Management and any additional information needed for review has been collected from the partner, Customer Support will close the case. Updates regarding the status of a product enhancement request will be communicated by Revalize Product Management as roadmap decisions are made.
Revalize Software actively and regularly seeks feedback from partners regarding our products and services. When a case is closed, the partner contact associated with a case will receive an email inviting them to complete a brief online Customer Satisfaction (CSAT) survey. The survey provides the partner an opportunity to provide quantitative and qualitative feedback regarding the case by focusing on the partner’ 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 partner may also request to be contacted by a Customer Support Manager regarding their experience. Revalize takes partner feedback very seriously and shares it with Product, Professional Services, and other departments to improve our solutions and services. On behalf of Revalize, thank you for taking the time to provide your perspective regarding our efforts to help your business.
Revalize Customer Support communicates to partner via the Revalize Customer Portal. Notices related to upcoming product releases, hotfixes, beta testing, maintenance windows, critical product incidents, Customer Support availability, and updates to cases. Revalize Customer Support does not utilize individual Customer Support Representative email inboxes for communications related to issues.
A partner may identify multiple Designated Contacts. Revalize recommends partner identify a minimum of two Designated Contacts. Partner shall notify Revalize in writing no less than five (5) business days whenever Designated Contact responsibilities are transferred to another individual. Revalize deems each Designated Contact as an authorized representative of the partner until written notice removing the user’s designation as a Designated Contact has been received by Revalize.
Designated Contacts are responsible for overseeing support case activities, which include:
If questions are specific to implemented functionality, or if a change is desired to the implemented solution, requests may be raised to Revalize Professional Services for implementation or solution design consulting. Asking questions of this type to Revalize Customer Support will be transferred of the request to Revalize Professional Services and may result in billable services.
