Reveknew Support Notice (Version 1.0 - GH)
Last updated: February 24, 2025
This Support Notice forms part of the Customer Terms between Amatsii and Customer and outlines the software maintenance, client support and service levels to be expected for use of Reveknew.
1. Amatsii Support
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1.1 Software Maintenance
1.1.1 Maintenance
Maintenance includes all regularly scheduled error corrections, software updates and any upgrades that Amatsii develops and releases generally to users of Reveknew.
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1.1.2 Defects and Bug Reports
Amatsii shall maintain and update Reveknew. Should the Customer determine that Reveknew includes a defect, the Customer may at any time file bug reports.
During maintenance periods, Amatsii may, at its discretion, upgrade versions, install error corrections and apply patches to the hosted systems. Amatsii shall use all reasonable endeavours to avoid unscheduled downtime for software maintenance.
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1.2. Client Support Services
​1.2.1 Technical Support
Amatsii will provide technical support for the Customer to log queries, issues or errors with Reveknew. All support requests must be lodged by Customer’s Authorised Users.
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1.2.2 Support Channels
Support requests may be lodged online (email or support portal) 24 hours a day, seven days a week, using Amatsii's most current support processes.
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1.2.3 Service Levels
Amatsii will use all commercially reasonable endeavours to process support requests, issue trouble ticket tracking numbers if necessary, determine the source of the problem and respond to the Customer within the periods specified below, according to priority:​​
Priority Level | Description | Target Response Time | Target Resolution Time |
|---|---|---|---|
1 - Complete Loss of Service | This indicates that work cannot be continued on your live/production site. The operation is possibly mission critical to the business creating an emergency. Probable scenarios include barred entry to the site, data corruption, unavailability of a critical function, production of an incorrect result, cause of unacceptable or indefinite delays by the system for either resources or response, as well as system crashes including ones which occur repeatedly after attempts to restart. | 4 working hours | 1 Day |
2 - Severe Loss of Service | This situation leads to a severe loss of service, with no acceptable work -around being available. However, operations can be continued in restricted fashion. While it is possible to use software, certain areas will not function; e.g. - subscribers page not loading or working incorrectly | 6 working hours | 2 Days |
3 - Minor Loss of Service | A situation where the impact is an inconvenience, which requires a work-around to restore functionality, with the possible request for urgent advice | 8 working hours | 5 Days |
4 - No Loss of Service | Loss of service will not materially impede the operational aspects of the system, with requests being considered a minor error, incorrect behaviour, change or error in documentation, or requests for advice and guidance; e.g. - issue with label replacements, formatting of reports/ screens. | 16 working hours | Future release |
5 - No SLA | Any other issue, e.g. Custom Modifications, Future Enhancements. | 24 working hours | Future release |
1.2.4 Right to change support processes
Amatsii may update its support processes from time to time by giving Customer at least one month’s notice, but only where Amatsii makes this change for its customers generally (for example, details of how to log a support request) and the changes do not significantly reduce the scope or level of support.
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1.2.5 Customer Responsibilities
In order for Amatsii to provide these support services, the Customer is responsible for:
(a) ensuring its Authorised Users have enough knowledge and experience of software products for proper interaction with Amatsii technical staff regarding support services, including the authority to implement remedial actions as instructed by Amatsii;
(b) giving Reveknew documentation, details and assistance with respect to any reported errors to enable Amatsii to reproduce and verify the same as an error; and
(c) providing support for data integration tools and processes developed or maintained by the Customer or third parties in order to connect Reveknew to the Customer's other software and databases.
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1.2.6 API-based Accounts
Before Amatsii or the Customer makes changes to integration interfaces between Reveknew and the Customer's internal data stores or systems, Amatsii or the Customer shall provide notice to the other in order to ensure the continued operation of any integration interfaces affected by such changes.
Whoever is proposing the change (Amatsii or Customer) will give the other party at least two months’ advance notice of such changes, unless it is security related, including the new interface specifications and a technical contact to answer questions on these changes. Amatsii or the Customer (as applicable) shall also provide up to 15 days of integration testing availability to ensure smooth transition from the previous interfaces to the new interfaces.
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2. Reveknew Hosting
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2.1. Hosting Services
2.1.1 Hosting Provider Standards
Reveknew will be installed and hosted on computing equipment of a cloud computing service provider retained by Amatsii. Amatsii will ensure the hosting service provider:
(a) is a globally recognised firm;
(b) maintains a professional hosting facility designed for such use, equipped with industry-standard best practice for physical security and software backups;
(c) offers industry-standard data access and privacy controls in line with our Data Processing Addendum
2.1.2 Monitoring
Amatsii will provide reasonable monitoring of the computing, operating and networking infrastructure to detect and correct abnormalities. This includes environmental monitoring, network monitoring, load-balancing monitoring, web server and database monitoring, firewall monitoring, and intrusion detection.
2.1.3 Scheduled Backups
Amatsii will develop and perform scheduled back-ups, provide routine and emergency data recovery, and manage the archiving process. The backup schedule shall include at least weekly full back-ups. In the event of data loss, Amatsii shall provide recovery services to try to restore the most recent back-up.
2.2 Maintenance
2.2.1 Routine Maintenance
Amatsii or the Hosting Provider may conduct routine, planned maintenance of the hosting equipment, facility, Reveknew or other aspects of the Hosting services ("Maintenance"). Amatsii shall at all times endeavour to keep any service interruptions to a minimum but as Hosting Provider is a global entity there may be some Maintenance which is within Business Hours in Ghana (8am - 5pm GMT).
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2.2.2 Availability
Amatsii will provide 99.5% availability from 8am to 5pm on business days in Ghana.