Revelate Service Level Agreement

This service level agreement, (the “SLA”) along with the Terms, and the DPA, constitutes an integral part of the Agreement between Revelate and the Customer (as set out in the Signing Form).

Definitions used in this SLA shall have the same meaning as the definitions used in the Terms.

  1. ACCESS TO THE SERVICE

Revelate shall take all reasonable measures to provide the Services in accordance with this SLA.

The Services shall be provided to the Customer for 98.00% of the calendar month. Access is calculated per calendar month. The Service shall be deemed accessible where it is accessible via a functioning internet connection via a web browser supported by the Service.

In calculating the accessibility of the Services, downtime caused directly by third-party actions or failures, which are outside the control of Revelate, will not be considered as downtime. Revelate will use reasonable efforts to manage these third-party relationships within the scope of its service remediation process.

In the event the access falls below the level stated in this SLA in a calendar month, the Customer shall be entitled to a perceptual reduction of the Customer’s license fee for the Services for that month. The following reductions shall apply where the server access to the Services is lower than that which is set forth in this SLA.

Accessibility Reduction
95.00% - 98.00% 10%
80.00% - 94.99% 25%
< 80.00% 50%

The Customer must make a claim in writing with respect to any reduction to Revelate within sixty (60) days from the expiry of that calendar month in which access has fallen below the level stated in this SLA. The reduction shall be credited on the next invoice which Revelate issues to the Customer after the Customer’s valid claim.

  1. SERVICE SUPPORT

Revelate shall provide Services support to the Customer during the term of the Agreement. Support matters shall be reported by the Customer in the manner set forth below in this SLA.

Service support shall be available weekdays, excluding holidays, 08:00 am to 5:00 pm CET ("Support Open Hours").

Access to support is provided for up to four stated administrators stated by the Customer.

  1. MANAGEMENT OF ERRORS IN THE SERVICE

An error is an event in which the Service does not function in accordance with the Agreement, which the Customer reports to Revelate. Errors must be reported by way of assistance through the contact form that can be found on Revelate’s website.

Errors are classified in accordance with the following:

Revelate shall classify errors and manage such based on the classification. In its discretion, Revelate may change the classification or do so in consultation with the Customer. Amendments may be made both at a higher or lower level of difficulty.

  1. SERVICE MAINTENANCE

Revelate may carry out maintenance of the Services. Such Service maintenance shall be carried out between 12 midnight - 5:00 am (CET) every Sunday (”Scheduled Maintenance”). Scheduled Maintenance means that the Service may be inaccessible for Customer. Scheduled Maintenance will not affect the level of accessibility set forth in this SLA.

Revelate reserves the right to:

  1. change the time for Scheduled Maintenance for a certain type of maintenance or updating;
  2. permanently change the time for Scheduled Maintenance; and
  3. carry out urgent preventative maintenance activities beyond the planned maintenance window in order to ensure the functionality of the Services.

In all cases set forth in this section, Revelate shall inform Customer not later than seven (7) days before such change occurs.

  1. SERVICE UPDATES

Revelate may update the Services. Updates may contain new functions, improvements and solutions to errors in the Services. Where an update contains new functions, which require instructions for the Customer, Revelate will provide such documentation to the Customer in connection with the update.

Revelate may update the Services during times which fall outside of the Scheduled Maintenance. Revelate will inform the Customer no later than seven (7) days prior to an update taking place outside of the Scheduled Maintenance, where such an update may lead to the Services being inaccessible.

Revelate may also make urgent updates to the Services where Revelate finds necessary without first informing the Customer regarding such. Updates which are carried out in accordance with this section shall not affect the level of accessibility set forth in this SLA.

  1. ENCRYPTION

All user data and content are stored on servers within the EU/EES region. All Revelate backups and any content uploaded to Revelate is encrypted.

  1. RETENTION

Upon termination of the Agreement, if requested by the Customer’s administrator, the Customer content will be completely removed from the Revelate platform. Otherwise, all customer data will be removed within 30 days. The team’s data will remain in encrypted Revelate database backups until those backups fall out of the 365-day backup retention window and are destroyed in accordance with Revelate’s data retention policy. In the event that a database restore is necessary within 365 days of a requested data deletion, Revelate will re-delete the data as soon as reasonably possible after the live production system is fully restored.

  1. CONTACT

Errors must be reported through the use of the support email address provided on Revelate’s website.

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