Service level (SLA)
Effective from: 2 July 2026
This document describes the service-level targets for the Revizo platform. For customers with their own agreement, the terms of that agreement take precedence over this document.
Uptime
| Target | Value |
|---|---|
| Uptime target (monthly) | 99.5% |
| Planned maintenance | Notified at least 48 hours in advance, scheduled outside Norwegian business hours (08–17) |
| Measurement | External monitoring of /api/health |
The uptime target covers core functionality (login, reconciliation, tasks, archive). Outages at third-party integrations (e.g. Tripletex, Visma, Altinn) are not counted as downtime in Revizo.
Severity levels and response times
| Level | Definition | Response time* | Target resolution |
|---|---|---|---|
| Critical (P1) | The platform is unavailable to all users, or there is a confirmed security breach | 2 hours | 8 hours |
| High (P2) | Material functionality is unavailable or severely degraded for many users | 4 hours | 2 business days |
| Medium (P3) | A single function fails; a usable workaround exists | 1 business day | 5 business days |
| Low (P4) | Cosmetic defects, questions, improvement requests | 2 business days | After prioritisation |
* Response time = time to first qualified reply, within Norwegian business hours (weekdays 08–17, CET/CEST). Critical incidents (P1) are also handled outside business hours subject to capacity.
Support and escalation
- First contact: support@revizo.ai (or in-app chat).
- Escalation: If a P1/P2 case has not been answered within the response time, mark the email “ESCALATION” — it is then routed directly to management.
- Status updates: For P1, a status update is given at least every 2 hours until the service is restored.
Security incidents and data breaches
In the event of a personal data breach, affected customers are notified without undue delay and no later than 48 hours after the breach is confirmed, in accordance with the Data Processing Agreement and incident handling.
Backup and recovery
| Target | Value |
|---|---|
| Backup frequency | Continuous (point-in-time recovery) + daily snapshots |
| RPO (max data loss) | 1 hour |
| RTO (max recovery time) | 4 hours |
The recovery procedure is exercised annually. See data processing and storage for details.