Summary
The following document outlines how DevRev believes customers should have the fastest possible service wherever and whenever needed. We also detail out our Service Level Agreement between DevRev and customers (Pro and Ultimate plans).
DevRev’s Customer Experience On-demand Approach
Best-in-class Customer Experience is of the highest importance to DevRev and we enlist a balance between AI, Automation and Human approaches to meet these goals. Our AI Support Agent is designed to enhance the efficiency of customer service operations by interacting with users to resolve common queries to taking complex actions. The majority of the time (>50%), our AI Support Agent can address our customers’ needs; however, in the event an issue is not resolved, the agent seamlessly escalates the conversation by creating a ticket. This hybrid approach of automated and human-assisted service aims to improve response times, reduce workload on human agents, and enhance customer satisfaction.
Our AI Support Agent is active on many DevRev surfaces (www.DevRev.ai | https://app.DevRev.ai | www.support.DevRev.ai) for your convenience.To have a better idea of what the DevRev Customer Support Experience is like, please reference the following:
DevRev Support Plan
This document describes the support program packages (for Pro and Ultimate customers) provided by DevRev to Customer pursuant to an Order Form and the Agreement under which Customer acquired its rights to use the DevRev Platform.
1. Definitions.
Except as otherwise expressly defined in this Support Program document, capitalized terms have the meaning ascribed to them in the Agreement. For the purposes of the Support Program, the following capitalized words and phrases are ascribed the following meanings:
1.1.“BUG” A bug is an unexpected problem with software or hardware. Typical problems are often the result of external interference with the program's performance that was not anticipated by the developer. It affects the Production environment, may impact one or more components of the environment or infrastructure provided by DevRev
1.2.”Feature Request” Feature requests are ideas, comments, messages, or specific customer inquiries asking for a particular function to be added to the product
1.3.“Fix” means a modification or an addition to the DevRev Platform that overcomes a BUG when made or added to the DevRev Platform, such Fix provided by DevRev to Customer is subject to Section 2.2 below. DevRev may provide a Workaround in lieu of a Fix at DevRev’s sole discretion.
1.4.“Response Time” means, for purposes of the Support Program, the time between DevRev’s receipt of a BUG notification from Customer, and DevRev’s confirmation that a person is working on resolution of the BUG.
1.5.“Update” means a patch, correction, other modification or addition to the Platform that DevRev makes generally available to its customers for maintenance fixes, BUG corrections, and minor improvements to the DevRev Platform, including fixes, patches, updates and releases to address any security vulnerabilities. “Update” also includes significant enhancements and new features or functionalities to thePlatform components that Customer has ordered, and that DevRev makes generally available to its customers at no additional charge.
1.6. “Workaround” means a set of procedures that a Customer may follow to circumvent or mitigate the impact of a BUG, notwithstanding that the BUG still exists.
2.2. SEVERITY DEFINITION OF BUGS
Blocker - A serious degradation or critical failure is impacting ongoing business operations (e.g. daily operational activity) and a short-term workaround is unavailable. This impacts all users or a major subset of users. DevRev would require a Business Justification to better understand the impact of the issue. It stops operations, directly affecting the customer's business.
High - There is a critical failure in the operational activity where a short-term workaround is available. Moderate decline in performance since workaround is available but hampers day-to-day operations.
Medium - An inconvenient problem exists, however a workaround is readily available and can be applied. This type of issue may cause inconvenience or delays in certain tasks or processes, but it does not prevent the business from functioning altogether. There is no financial loss and no impact on day to day operations.
Low - There is a misleading or unsatisfactory component or feature with no operational impact. It refers to a problem or inquiry that has little or no effect on the overall operations, performance, or profitability of an organization.
In the unlikely event the AI Support Agent is unable to address a user’s needs, there will be a human response time on tickets as follows*:
BUG Severity | Blocker | High | Medium | Low |
|---|---|---|---|---|
Response Time | 60 Mins | 6 Business Hours | 10 Business Hours | 24 Business Hours |
Business Days: Monday - Friday (Saturday and Sunday coverage provided for incidents only)
Response commitments remain void for the region during the holidays mentioned below, except for incidents
*No SLA promised on tickets other than BUGS
3. Support Channels
- Chat (www.DevRev.ai | https://app.DevRev.ai)
- Email (support@DevRev.ai)
- Support Portal (www.support.DevRev.ai)
NOTE: Chat is our fastest response channel
4. Incident communication Protocols:
DevRev Status Page: https://status.devrev.ai/
DevRev maintains a services status page that can be referenced for DevRev current status, updates, maintenance information, and performance incidents (current and past).
5. Escalation:
Customers can directly escalate their own reported problem (ticket) from the DevRev Customer Portal (https://support.devrev.ai/).
6.The following services shall be out of scope
- 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
7. Holiday schedule
INDIA(APAC) Holiday Schedule
Dates | Dates cont. |
|---|---|
January 1 | May 1 |
January 14 | August 15 |
January 26 | August 27 |
March 14 | October 1 |
March 30 | October 20 |
March 31 | October 22 |
April 14 | December 25 |
April 18 |
ARGENTINA(US) Holiday Schedule
Dates | Dates cont. |
|---|---|
January 1 | June 20 |
March 3 | July 9 |
March 4 | August 15 |
March 24 | August 18 |
April 2 | October 13 |
April 18 | November 21 |
May 1 | November 24 |
May 2 | December 8 |
8. DevRev Uptime Commitment
DevRev aims to achieve a quarterly uptime of 99.9% for the services provided under this agreement. Uptime is defined as the time the service is fully operational and accessible to the Customer, excluding any scheduled maintenance periods or circumstances beyond the control of the Service Provider.
Downtime: Any period during which the service is unavailable or not functioning as intended, excluding any planned maintenance, force majeure events, or issues caused by the Customer's equipment or actions, will be considered downtime.