Support Policy
Version: July/30/2023
This Support Policy describes our policy regarding customer and user support and applies to paid customers and users of Rever. If you need information regarding Rever, feel free to contact us by email at rever@reverscore.com, we will be happy to answer your questions.
1. Support Channels
We offer support and assistance only to the Customer representatives and Users of our Service provided that they communicate with us through the following channels:
- Chat through our Web or Mobile applications
- Email at support@reverscore.com
2. Self-Help Documentation
We provide several guides and documentation regarding the Rever platform available for free at https://help.reverscore.net
3. Support Hours
Support is provided from 8 a.m. to 4 p.m. PST (GMT -7) from Monday to Friday.
4. Support Response Time
Support requests created by authorized users of the platform will receive a response as follow
| Support initiated within Support Hours | First response within 2 hours |
| Support initiated after Support Hours | First response within 24 hours |
| Support initiated after Friday 4 p.m. PST | First response within 72 hours |
5. Incident Resolution
Incidents will be resolved based on their Priority and Rever will seek to to provide a solution within the Target Resolution Time below:
| Priority Level | Impact | Target Resolution Time |
| Priority 1 | Business Critical Incident Such as a total failure of the platform or failure by a large number of users when there is no workaround available. |
24 hours |
| Priority 2 | Degraded Service Such as partial failures of the Service. Most users are able to access some but not all of the Service features. Workarounds might or might not be available. |
72 Hours |
| Priority 3 | Non-critical issue Such as technical issues, or issues impacting a few users. Workarounds might or might not be available. |
6 Weeks |
6. Exclusions
Rever will have no obligation to provide Support in the following cases:
- When the User does not belong to a paid customer
- When Use of the Service by the User is not authorized by the Agreement
- General Internet Problems, force majeure events or factors outside of Rever’s control
- User’s equipment, software, network connections or other infrastructure
- Support is related to third party systems
7. Changes To This Policy
This Support Policy is effective as of July, 30, 2023 and will remain in effect except with respect to any changes in its provisions in the future, which will be in effect immediately after being posted on this page.
We reserve the right to update or change our Support Policy at any time and you should check this Support Policy periodically. Your continued use of the Service after we post any modifications to the Support Policy on this page will constitute your acknowledgment of the modifications and your consent to abide by and be bound by the modified Support Policy.
8. Contact Us
If you have any questions about this Support Policy, please contact us by sending an email to help@reverscore.com or by using our Help Center.