Priority Support Service

What is Priority support service and what does it cover? 

Priority Support is an urgent support service outside of the software support service as agreed and set out in an 'Priority Support Schedule'

Priorty Support is limited to the following:

• Providing guidance on how to populate the system;
• Remedial support in the unlikely event of:

         - a total loss of service of the User Services in one or more regions; or

        - slow performance of the User Services in one or more regions.

For the avoidance of doubt, it does not include support for populating the Client Portal or any issues with 3rd party software/hardware including those used to run live events.

What days and hours does Priority Support cover?

Priority support will cover the dates and hours requested by the client and agreed in the priority support schedule between Revolution Viewing and the Client.  

When should I raise a request for Priority Support? 

Where support above the Software Support Services is required, the Client shall notify Revolution Viewing of its requirements at least 20 Business Days in advance (including required support hours).  Revolution Viewing shall then provide the Client with a proposal to provide Priority Support and if agreed by the parties (and for the required additional fees) the agreed level of Priority Support will be documented in a Priority Support Schedule and be provided on those terms. If Priority Support is not agreed there will be no additional support provided.

How much does Priority Support cost? 

This will vary depending on the day required and the number of hours required.  A full breakdown of the cost will be provided upon priority support request submission.  

Please note: For each Priority Support booking, there is an administrative fee of £100.

How and who should I raise a request for Priority Support with? 

Please submit requests for Priority Support on the support desk at this link .  Please inlcude the required dates and times Priority Support is required for.  Please note the minimum duration of a booking is three hours.  We recommend support is booked to begin at least 1 hour prior to the expected start of an Open Day.