Support & Maintenance

‍Business Hours: means 8:00 a.m. to 8:00 p.m. US Eastern Time.
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Business Day: means Business Hours on Monday through a Friday, excluding local public holidays.
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Error: means any Severity Level S1, S2, S3, S4 error, each as defined in the Error Severity Definition Table below.
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Product: means either Software or Cloud Offerings, as applicable to Customer’s Subscription.

During the Subscription Term, Revenium shall provide Customer with Service Levels consisting of the following: (i) online, email, or telephone support regarding use and deployment of the Product; (ii) Major and Minor releases of the same Products licensed by Customer during the subscription (“Maintenance”).

‍Support is available only in English.

Revenium’s support personnel will (a) verify Customer detected Errors, provided that the Errors can be recreated with an unmodified version of the Software and (b) the severity of the support request and whether the support request is a Severity Level S1 error, a Severity Level S2 error, a Severity Level S3 error, a Severity Level S4 error or not an Error.

Upon receipt of notice of an Error, Revenium shall assign appropriate technical personnel to the issue and provide Customer with acknowledgment that it has received such Error notice (such actions together, a “Response”). Revenium will provide Customer with a Response to each incident in accordance with the table below. Revenium will use commercially reasonable efforts to promptly resolve each incident. Actual resolution time will depend on the nature of the incident and the resolution. A resolution may consist of a fix, workaround or other solution in Revenium’s reasonable determination.

Revenium’s obligation to provide Support is conditioned upon the following: (a) Customer makes reasonable efforts to correct the Error after consulting with Revenium; (b) Customer provides Revenium with sufficient information and resources to correct the Error either at Revenium’s customer support center or via remote access to Customer’s site, as well as, if applicable, access to the personnel, hardware, and any additional software involved in discovering the Error; (c) if Customer is not subscribed to Cloud Offerings, Customer promptly installs all Minor releases (as defined in the Product Version and Back Support Policy (referred to in Section 7 above); and (d) as applicable, Customer procures, installs, and maintains all equipment, communication interfaces and other hardware necessary to operate the Product.

Revenium maintains its systems supporting the Cloud Offerings using the following table as a guideline for system updates & security-related patching:

The following are excluded from Revenium Support and Maintenance obligations: (i) Software that is used on or in conjunction with hardware or software other than as specified in the Documentation; (ii) altered or modified Software, unless altered or modified by Revenium; (iii) defects in the Software due to accident, hardware malfunction, abuse or improper use; (iv) any version of the Software for which Support and Maintenance services have been discontinued by Revenium; (v) any Error caused by third party software not licensed through Revenium; (vi) evaluation software or other software provided at no charge; and (vii) Third Party Solutions Components including certified and community connectors.

The following are excluded from Revenium Support and Maintenance obligations: (i) support for software which has been subject to unauthorized modification by Customer or a Customer User; (ii) failure of, or issues arising from, computing or networking hardware, or equipment or programs under the control of Customer; (iii) negligent or intentional misuse of the Cloud Offerings by a Customer User (e.g., flooding the system with automated emails; and (iv) custom integration scripts that use the Revenium APIs, unless affected by a change in the core Cloud Offerings that had not been communicated to Customer with at least seven (7) days’ notice of the change. Customer may elect to use certain billable consulting services (“Consulting Services”) in order to resolve issues associated with Excluded Services. Such Consulting Services may require that Customer complete a network assessment and/or provide Revenium with access to the Customer network, as needed, in order to diagnose the issue.

The Cloud Offerings shall be available to Customer not less than 99.99% of the time each calendar month. If, within 10 days of the end of a calendar month, the Customer informs Revenium that the Cloud Offerings is available less than 99.95% of any calendar month during the Term, Customer shall be eligible for a service credit for future Subscriptions equal to the credit formula below. For purposes of this Section, Unavailability shall be defined as the Revenium API being unable to process transactions. Notwithstanding the foregoing, Customer shall not be entitled to service credits under this Section if (A) the Cloud Offerings is Unavailable as set forth in this Agreement as a result of: (a) a force majeure event; (b) any causes contributed directly by Customer, its Affiliates or vendors; (c) software or hardware not provided; (d) regularly scheduled maintenance, provided that Revenium shall use its best efforts to ensure maintenance is done without downtime or (B) the Customer fails to inform Revenium of such Unavailability within 10 days of the end of the month in which Customer determines the Cloud Offerings was Unavailable.  

"Monthly Uptime Percentage" for a given application is calculated by subtracting from 100% the percentage of 1 minute periods during the month which the application was "Unavailable""

Monthly Uptime Percentage" for a given application is calculated by subtracting from 100% the percentage of 1 minute periods during the month which the application was "Unavailable"

Revenium will use commercially reasonable efforts to make the Cloud Offerings available 24 hours a day, 7 days a week, except for scheduled downtime of the management console, for which Revenium shall provide at least 24 hours’ notice, and which Revenium shall not schedule during Business Days.

If you have any questions or concerns about our Products or Support, you may contact us by email: support@revenium.io