revDSM Platform Documentation

Support Policy

revDSM Inc.·Effective Date: July 7, 2026

01Overview

revDSM Inc. provides enterprise support services to authorized clients under an active revDSM subscription. This Support Policy outlines how support is delivered, what is covered, and how to contact us.

02Who Can Request Support

Support is available exclusively to:

  • →Enterprise account administrators designated by the Client organization
  • →Authorized users directed by their account administrator
  • →IT or operations contacts listed in the Client's enterprise account

End users who require assistance should contact their organization's designated account administrator in the first instance.

03How to Contact Support

Support is available through the following channels:

When submitting a support request, please include:

  • →Your name and organization
  • →A clear description of the issue
  • →Device type and operating system version
  • →Steps to reproduce the issue (if applicable)
  • →Screenshots or screen recordings (if applicable)

04Support Hours

Standard support hours are Monday through Friday, 9:00 AM to 6:00 PM Eastern Time, excluding federal holidays.

Enterprise clients with priority support agreements may have access to extended support hours as specified in their MSA.

05Response Times

revDSM targets the following response times based on issue severity:

Critical Severity
Platform down / total loss of access
Response within 4 business hours
High Severity
Major feature unavailable
Response within 1 business day
Medium Severity
Feature degraded / workaround available
Response within 2 business days
Low Severity
General questions / enhancements
Response within 3–5 business days

Response times reflect initial acknowledgment. Resolution time will vary based on issue complexity.

06What Support Covers

Enterprise support covers:

  • →Platform access issues and login support
  • →Bug reports and defect resolution
  • →Feature questions and usage guidance
  • →Account and user management assistance
  • →Integration and configuration support

07What Support Does Not Cover

Support does not cover:

  • ✕Issues caused by unauthorized modifications to the Platform
  • ✕Third-party hardware, software, or network issues outside of revDSM's control
  • ✕Custom development or feature requests (addressed through your enterprise account team)
  • ✕Training (available separately through your enterprise agreement)

08Escalation

If you are unsatisfied with the resolution of a support request, you may escalate by replying to your support ticket and requesting escalation to a senior support contact. Enterprise clients may also escalate through their designated account manager.

09Platform Updates and Maintenance

revDSM performs routine maintenance and deploys platform updates on an ongoing basis. We will provide advance notice of scheduled maintenance windows that may affect Platform availability.

Emergency maintenance may be performed without advance notice when necessary to protect Platform security or integrity.

10Changes to This Policy

revDSM reserves the right to modify this Support Policy at any time. Changes will be communicated to enterprise account administrators.

11Contact

For all support inquiries:

revDSM Inc.
1646 W Snow Ave, Tampa, FL 33606