Support policy

Support policy

Last updated: Nov 30, 2017

This Support Policy describes our policy regarding customer and user support. Unless otherwise defined in this Support Policy, terms used in this Support Policy have the same meanings as in our Terms of Service and Privacy Policy.

Support Channels

We offer support and assistance only to the Customer representatives and the Users of our Service using the following communication channels:

  1. Mobile application

  2. Web application located at https://app.reverscore.net

  3. Email at support@reverscore.com or soporte@reverscore.com

  4. Help Center at http://help.reverscore.com/

This Support policy will only be valid when one of the channels of communication mentioned above is used.

If you are not our Customer and you need some generic information regarding Rever feel free to contact us by email to rever@reverscore.com, we will be happy to answer your questions.

Support Hours

Our support hours are from Monday to Friday from 9 a.m. to 5 p.m. CST (GMT -6).

Response time

The time we take to reply to your support request can take up to 24 hours if initiated during Support Hours using our Support Channels. However, the usual response varies depending on the communication channel where you start your request.

  1. Support requests initiated during Support Hours using the Mobile or Web application usually receive a first reply within one hour.

  2. Support requests initiated during Support Hours using Email will receive a first reply within 24 hours

Support Classification

Upon receiving your Support request, it will be classified depending on its nature and prioritized. The classification and priority of your support request is the sole responsibility of Rever’s support team.

Support Resolution

The resolution of your request will vary depending on the nature of your request.

  • General questions will be resolved in less than 24 hours upon complete information is provided by the user.

  • Solutions without code change will be resolved within 5 work days

  • Bugs reported will be resolved within 4 weeks depending on the nature of the bug and the difficulty to reproduce. It is our commitment to fix all bugs as quickly as possible after they are brought to our attention

Support Tickets

All support requests when initiated create a unique Ticket. We can provide monthly reports of tickets to the Customer representative upon request.

Changes To This Policy

This Support Policy is effective as of November 30, 2017 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 and be bound by the modified Support Policy.

If we make any material changes to this Support Policy, we will notify you either through the email address you have provided us, or by placing a prominent notice on our website.

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.

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