Revedia Customer Support

Symphony AI Media (SAIM) is committed to delivering exceptional support to our customers. Our Customer Support and Escalation process is applicable for all service affecting and non-service affecting issues.

SAIM has implemented measurement and monitoring tools and procedures necessary to measure, monitor, and report on application performance against the applicable Service Levels at a level of detail sufficient to verify compliance with the Service Levels

Revedia customers can contact Support through one of the below channels. Email is the preferred and most efficient communication method, as emails automatically route to Jira enabling SLA tracking to begin

Contacting SaaS Customer Support

Email Inquiry

  • E-mail: support@revedia.com

  • The customer will receive a response back from Jira including a ticket tracking number for reference

  • Enterprise support hours of 8 a.m.– 6 p.m. Mountain Time, Monday through Friday, excluding SAIM corporate holidays

Customer Calls

  • Telephone: 833-828-7074

  • Enterprise support hours of 8 a.m.– 6 p.m. Mountain Time, Monday through Friday, excluding SAIM corporate holidays

Initial Response SLA –2hrs

  • Within 2 hours of receipt of the initial support request, the Customer Support team will provide notification that the ticket has been received and is actively being worked on.

  • If the ticket requires additional time outside of the SLA, the Customer Support team will follow up with an update and estimated time to resolution.

Application Uptime

SAIM uses commercially reasonable efforts to assure that our solutions are available 24 hours a day, 7 days a week.

Critical Issue Escalation Process

Should a critical issue arise, and immediate escalation is needed, or if a critical issue is identified outside of operating hours, please escalate using the following process:

Support Hotline

  • The hotline number round-robin calls the Customer Support team

  • T: 833-828-7074

  • Response by email, support ticket, or phone within 2 hours.

Revedia Monitoring & Alerts

Revedia is hosted in the Microsoft Azure cloud, bringing our customers many advantages:

  • Azure Cloud Services and Data Security

    • Microsoft leverages decades of being a primary enterprise operating system and productivity solution provider to secure all information hosted in their Azure cloud products and services.

  • Improved Scalability and Business Sustainability

  • Simple and Effective Disaster Recovery

  • Advanced-Data Analytics and Business Insights

Resolution SLAs -Bugs and Enhancements

1. Severity: Critical

Critical issues that have a direct impact on business continuity such as fatal errors that cause program termination, loss of data, loss of controls, financial impact, or hanging the operating system.

Urgency: Resolution needed as soon as possible.

2. Severity: High

Issues having a significant business impact where an important feature is not working such as major errors that cause a feature or function to fail, perform incorrectly, or be unavailable.

Urgency: Resolution needed within the next possible release.

3. Severity: Medium

Issues having minor business impact such as minor errors that affect a small user population or do not have a serious adverse effect which prevents the system from being productive.

Urgency: Resolution needed within the next 1-2 scheduled releases.

4. Severity: Low

Suggestions for new features and enhancements that do not currently exist in the application but do not prevent the user from working within the system.

Urgency: Status update within 20 business days.

Revedia Releases & System Maintenance

  • Planned releases and system maintenance typically occur once every 1-3 months and we apply reasonable efforts to assure application downtimes occur during non-US working hours.

  • Whenever possible Revedia customers will be notified at least 48 hours in advance of any planned release or maintenance window along with the respective functionalities and fixes expected to be included in the release (pending QC).

  • SAIM recognizes the implications associated with application downtimes and always aims to minimize service disruptions to our customers.

  • Releases are typically scheduled between 10 pm MST and 4 am MST

    • Scheduled releases of enhancements are performed within a 6-hour release window.

    • Scheduled maintenance & hotfixes are performed within a 2-hour release window.

    • During the release windows, Revedia customers are asked to remain out of the application.

    • A few days prior to release, a notification ribbon will appear across the top of the Application with information regarding downtime

  • Customers are advised of successful promotion to production and provided release notes outlining items included in the release