Support
At ravingCRM, we are committed to delivering secure, reliable, and high-performance services. This policy outlines how our clients can engage with support, as well as our guarantees regarding service availability, response times, and recovery protocols.
To ensure efficient handling of support queries, we have a clear escalation matrix in place. Users are encouraged to reach out to the appropriate contact based on the nature and urgency of their issue.
| Escalation Level | Contact Email | Responsible Team |
|---|---|---|
| Level 1 | support@ravingcrm.com | Support Team |
| Level 2 | {your account manager}@ravingcrm.com | Account Manager |
| Level 3 | product@ravingcrm.com | Product Team |
Our SLA framework defines how we classify, respond to, and resolve support requests based on severity. This ensures timely assistance and transparency in how we manage client concerns.
| Severity Level | Definition | Response Time | Target Resolution |
|---|---|---|---|
| P1 - Critical | Complete outage or major functionality loss | Within 1 working day | Within 1-2 business days |
| P2 - Major | Significant impairment but partial functionality | Within 2 working days | Within 3-5 business days |
| P3 - Minor | Non-critical bug or functionality issue | Within 3 working days | Within 7 business days |
| P4 - Informative | Request for info or minor comments | Within 3 working days | As per dev schedule |
Support Hours: Monday to Friday, 8:00 AM to 5:00 PM Sri Lanka Time (excluding statutory holidays)
Application Uptime Guarantee: 99.5%
This reflects our commitment to ensuring high availability and minimizing downtime. We understand that consistent access to our platform is critical for your operations, and we have engineered our infrastructure to deliver optimal performance and reliability.
Our systems are continuously monitored, and we proactively address potential disruptions to uphold this standard.
Uptime is calculated as follows:
Uptime % = (Total minutes in month - Downtime minutes) / Total minutes in month × 100
Excluded from downtime calculations:
Any known major issues will be displayed directly within the application to keep users informed in real-time.
A comprehensive log of all known issues (ongoing and historical) can be reviewed on our dedicated Status Page at status.ravingcrm.com.
We maintain a robust backup and disaster recovery framework to ensure service continuity and data integrity.
Regular disaster recovery drills and infrastructure reviews are conducted to ensure preparedness and resilience.
Scheduled maintenance is typically performed during:
We will provide at least 48 hours advance notice for scheduled maintenance that may affect service availability.
Primary support channel for all queries: support@ravingcrm.com
Support requests can be submitted directly through the Platform interface.
Self-service documentation and FAQs are available at help.ravingcrm.com.
To ensure effective support, users should:
The following are not covered under standard support:
These services may be available separately under professional services agreements.
For support inquiries or to escalate issues, please contact:
Humanised Technology Solutions (Private) Limited
Support Email: support@ravingcrm.com
Status Page: status.ravingcrm.com
Knowledge Base: help.ravingcrm.com