Support Policy

Authorised customers can contact Revo support at hello@revo.net.au. Where possible, users should first contact their network or office administrator so account and configuration questions can be checked locally.

A request should identify the affected network and office, the user and browser, what the user was trying to do, when the problem occurred, and any relevant listing, campaign, order, supplier, billing, or error reference. Do not email passwords, secret keys, full payment details, or unnecessary personal information.

Critical issues include a credible suspected tenant-isolation or security risk, widespread inability to sign in, or a platform failure preventing time-sensitive production or payment workflows. High-priority issues materially disrupt an important workflow without an acceptable workaround. Standard requests cover localised problems, guidance, and configuration questions.

Revo may change a priority after confirming the impact, number of affected users, workaround, urgency, security risk, and whether a third-party service is involved.

Revo reviews requests, confirms their priority, and provides updates appropriate to the impact and available information. A response confirms that investigation has started; it is not a promise that the issue will be resolved immediately.

Guaranteed support hours, response or restoration times, availability targets, and service credits apply only when they are expressly included in a signed customer service schedule.

Customers must maintain authorised contacts, remove departed users, protect integration credentials, follow supplier and CRM requirements, provide accurate evidence, preserve relevant records, and cooperate with reasonable diagnostic steps.

The customer must promptly report suspected unauthorised access, disclosure to the wrong tenant or supplier, fraudulent payment activity, or marketing content that may create legal or safety risk.

Revo may perform maintenance or urgent security work that affects access. Where practicable, planned material interruptions will be communicated to authorised customer contacts.

CRM, hosting, email, AI, payment, analytics, supplier, portal, and advertising providers may affect a workflow. Revo will investigate its integration and coordinate available information, but cannot control a provider's systems or recovery time.

Sensitive recovery actions require verified operator identity, an auditable support record, appropriate customer authority, and the least access needed for the task.

Security and privacy incidents are escalated to the responsible Revo operator and customer contact. Payment, supplier, or provider incidents may also need to be escalated to the relevant third party.

Support covers the Revo service and its supported integrations. It does not include training or custom development unless agreed, customer device or network administration, correction of inaccurate source data, or administration of a customer's separate supplier and provider accounts.

Professional services, data restoration, or investigation caused by unsupported changes may be separately scoped under the customer agreement.