Service Level Agreement
This service level agreement provides a launch-ready draft for production Reviving customers. Final contractual commitments should be confirmed in the applicable order form, support exhibit, or master services agreement.
Scope and service coverage
This SLA applies to contracted production environments unless the applicable order form states otherwise. Sandbox, pilot, proof-of-value, and free evaluation environments may operate under different support conditions.
Availability and response targets are measured against the production service boundary controlled by Reviving and exclude customer networks, third-party outages outside Reviving reasonable control, scheduled maintenance, and force majeure events.
Availability objective
Reviving targets 99.9% monthly availability for contracted production access, excluding planned maintenance and documented exceptions. This target is intended as an operational objective for launch-ready commercial documents and may be refined in the final contract.
Customers should validate the final uptime commitment, maintenance window definitions, and remedies in their signed order form or support exhibit.
The public website should describe the target and response framework, while final remedies, exclusions, and credits belong in signed customer contracts.
Support severities and response targets
| Severity | Definition | Initial response target | Typical handling |
|---|---|---|---|
| Severity 1 | Production outage or critical security-impacting event. | Within 1 hour | Continuous triage until service is restored or a safe workaround is in place. |
| Severity 2 | Major degradation affecting key workflows with no reasonable workaround. | Within 4 business hours | High-priority investigation and regular customer updates. |
| Severity 3 | Operational issue with workaround available or limited business impact. | Within 1 business day | Standard troubleshooting, prioritization, and release planning. |
| Severity 4 | General question, cosmetic issue, or enhancement request. | Within 2 business days | Routed to support, product, or customer success as appropriate. |
Maintenance and change management
Customers should maintain designated contacts for maintenance notices, incident updates, and service communications.
- Planned maintenance should be scheduled during low-impact windows whenever reasonably possible.
- Material platform changes should follow change-management review and rollback planning.
- Emergency maintenance may occur without advance notice when required to preserve security or availability.
Remedies and review cadence
Service credits, escalation paths, and recurring service review commitments should be described in the final commercial agreement. This public SLA is intended to explain the operating model, not replace negotiated remedies.
Reviving may review support metrics, recurring incidents, and customer feedback to improve the service and refine internal operating targets.
Need a counsel-ready legal review
Our legal, privacy, and security teams can walk through the draft documents, explain the operational assumptions, and route your diligence package request.