Vendor availability impact on day-to-day operations
ART-738_KNOWLEDGE_NODE-17
level\n      Also, some vendors who didn\xe2\x80\x99t grow up in the \xe2\x80\x9cas a service\xe2\x80\x9d era will need to change processes to embrace CI/CD (some may have)\n      A good ask here is how frequently changes are deployed\n      When something new comes out, we can react and enable rapidly; others may be slower to enable, leading to a gap between when something is \xe2\x80\x9cavailable\xe2\x80\x9d and \xe2\x80\x9creally available\xe2\x80\x9d\n    \n  \n\n\nMost of the available
DevRev | Built for AI (not by AI... yet)
ART-4172_KNOWLEDGE_NODE-11
available. Moderate decline in performance since workaround is available but hampers day-to-day operations.\n\n***Medium*** - An inconvenient problem exists, however a workaround is readily available and can be applied. This type of issue may cause inconvenience or delays in certain tasks or processes, but it does not prevent the business from functioning altogether. There is no financial loss and no impact on day to day operations.\n\n***Low*** - There is a misleading or unsatisfactory
DevRev Service Level Agreement
ART-970_KNOWLEDGE_NODE-95
as you need to build things at a much more macro level\n      Also, some vendors who didn\xe2\x80\x99t grow up in the \xe2\x80\x9cas a service\xe2\x80\x9d era will need to change processes to embrace CI/CD (some may have)\n      A good ask here is how frequently changes are deployed\n      When something new comes out, we can react and enable rapidly; others may be slower to enable, leading to a gap between when something is \xe2\x80\x9cavailable\xe2\x80\x9d and \xe2\x80\x9creally
The Story
ART-991_KNOWLEDGE_NODE-2
different outcomes, some positive and the poor experiences leading to me churning off a vendor.\n\nExample 1: Bad\n\nIn my role, I produce many videos for external enablement, and we leverage a mix of YouTube and another vendor, which I will refer to as \xe2\x80\x9cFoo.\xe2\x80\x9d\n\nOne evening, I had trouble uploading videos I worked late to produce, so I contacted their support to see what was happening. I heard back the next day, and this was the response:\n\n\xe2\x80\x9cHi there,\n\nThank
Why Poor Support May Be Costing You More Than You Think
ART-2133_KNOWLEDGE_NODE-46
people (engineers, designers, and developers). For example, a meaningful awareness of an external service provider\xe2\x80\x99s (a) noti\xef\xac\x81cations and outages, (b) advisories and vulnerabilities, (c) new capabilities, and (d) economics of usage, all via automations, is crucial for reducing security risks and \xef\xac\x81nancial surprises down the line. Similarly, a continuous understanding of an engineer\xe2\x80\x99s (a) skills and contributions, (b) deep work metrics, and (c)
The Essential Methodology: Less but Better
ART-991_KNOWLEDGE_NODE-11
ready, they proactively contacted us to get us on the program and worked with us to ensure everything was operating as expected. During the cutover, they were on a call live with us to ensure everything worked as expected. We ran into a few hiccups, but they helped troubleshoot and solve with us live.\n\nThis is an excellent example of a partnership, not a traditional vendor/client relationship. They were honest about the lack of a feature (this builds credibility), but they were also proactive
Why Poor Support May Be Costing You More Than You Think
ART-16189_KNOWLEDGE_NODE-9
Increased collaboration between support, engineering, and customer success\n* Proactive engagement through real-time issue visibility and alerts\n* Centralized communication and streamlined workflows\n* Scalable operations without requiring a dedicated people manager\n\nWith DevRev, FOSSA shifted from reactive support to a connected, efficient, and proactive experience.\n\nWe evaluated our legacy vendor\xe2\x80\x99s AI capabilities, and it was difficult to even get them to come to the table. In
FOSSA’s Unified Support Strategy for Elevated Customer Experience
ART-2957_KNOWLEDGE_NODE-0
b'Summary\n\nDescription:  On November 7, 2024, we identified significant latency issues affecting our Web Monitoring API and other domains routed through Fastly. The issue was resolved later the same day by rerouting traffic for the impacted service.\n\nSeverity:  High\n\nImpact:  The latency affected the performance of the Web Monitoring API and other DevRev services, potentially causing delays in customer workflows and impacting user experience. Root Cause Analysis\n\nThe latency was traced
Increased Latency on Web Monitoring API - November 7, 2024
ART-4172_KNOWLEDGE_NODE-15
(<https://support.devrev.ai/>).\n\n### 6.The following services shall be out of scope\n\n* Services related to Third-Party Products\n* Errors in any end-user data or other information supplied by the Customer\n* Errors not attributable to the DevRev service\n\n### 7. Holiday schedule\n\n**INDIA(APAC) Holiday Schedule**\n\n| Dates | Dates cont. |\n| --- | --- |\n| January 1 | May 1 |\n| January 14 | August 15 |\n| January 26 | August 27 |\n| March 14 | October 1 |\n| March 30 | October 20 |\n|
DevRev Service Level Agreement
ART-4172_KNOWLEDGE_NODE-13
24 Business Hours |\n\n*Business Days: Monday - Friday (Saturday and Sunday coverage provided for incidents only)*  \n*Response commitments remain void for the region during the holidays mentioned below, except for incidents*\n\n*\\*No SLA promised on tickets other than BUGS*\n\n### 3. Support Channels\n\n* Chat ([www.DevRev.ai](http://www.devrev.ai/) | [https://app.DevRev.ai](https://app.devrev.ai/))\n* Email ([support@DevRev.ai](mailto:support@DevRev.ai))\n* Support Portal
DevRev Service Level Agreement