Service Levels & Support

What this page is, and is not

Our commitments

Target availability: 99.9%

A target we design and monitor for, not a contractual guarantee with service credits. If you need a signed SLA with remedies, we will negotiate one — ask, and we will tell you honestly what we can stand behind.

Support hours: 09:00–18:00 EET, Monday to Friday

Email and in-app. First response within one business day; in practice usually much faster, because there are not many of us and we all read it.

Anything that stops you selling rooms is an emergency

A failing channel push, a booking that has not arrived, a front desk that cannot check anyone in — these are worked on immediately, including outside support hours.

Planned maintenance is announced and boring

Deployments are rolling and do not take the product offline. Anything that would interrupt you is announced in advance and scheduled outside European check-in hours.

Backups nightly, restore drilled

Encrypted nightly backups with a restore procedure we have run and timed. We will tell you the current recovery objective if you ask — we would rather give you a real number than a comfortable one.

We tell you when we break something

If an incident affected your data or your bookings, you hear it from us with what happened and what changed, not from your guests.

Priorities, so you know what to expect

Priority	What it means	What we do
Critical	You cannot sell rooms, take a booking or check a guest in. A channel is not receiving availability. Bookings are not arriving.	Worked immediately, including outside support hours, until it is resolved. You are kept updated while it is open.
High	A significant function is broken but you have a workaround.	Same business day.
Normal	Something is wrong, unclear or slower than it should be.	First response within one business day.
Request	A question, a configuration change, or something you would like us to build.	Answered within one business day. If we are going to build it, we tell you roughly when.

How to reach us

• Email support@reviosoft.app — this is the fastest route and it reaches everyone.
• Your onboarding contact, directly. At our size that is a real person, not a queue.
• For anything critical, say so in the subject line. We would rather be interrupted than find out the next morning.

Incidents

If something we did affected your data or your bookings, you hear it from us — what happened, what it affected, and what we changed so it does not happen again. You should not learn about our outage from your own guests.

Where a personal data breach is involved, the notification terms in the Data Processing Agreement apply, including telling you within 48 hours.

Maintenance

Deployments are rolling and do not take the product offline; we ship changes during the week without you noticing. Anything that would genuinely interrupt you is announced in advance and scheduled outside European check-in hours.

Things outside our control

Booking channels, payment providers and email delivery are third parties. We monitor them, we chase them, and we tell you where things stand — but their availability and their approval queues are not ours to promise. The Terms of Service say the same thing in the language a lawyer needs.