Support Policy
Effective: March 1, 2025Last Updated: March 20, 2026Version 1
Support Policy
Company: RavDev Technologies, LLC Effective Date: March 1, 2025 Last Updated: April 4, 2026 Contact: support@ravdevtech.comThis policy is provided for informational purposes. Consult legal counsel for jurisdiction-specific compliance.
1. Overview
RavDev Technologies, LLC is committed to providing responsive and effective support for NextGen Grant OS. This Support Policy describes our support channels, hours, severity definitions, and response time commitments.
2. Support Channels
| Channel | Contact | Availability |
|---|---|---|
| Email Support | support@ravdevtech.com | All plans |
| In-App Support | Help menu → Submit Ticket | All plans |
| Priority Email | support@ravdevtech.com (Priority SLA) | Professional & Enterprise |
| Dedicated Support | Assigned CSM contact | Enterprise |
3. Support Hours
Standard Support: Monday through Friday, 9:00 AM – 6:00 PM Eastern Time (ET), excluding US federal holidays. Enterprise Support: As specified in your Enterprise Agreement. May include extended hours or 24/7 on-call for critical incidents.4. Incident Severity Levels
| Severity | Definition | Example |
|---|---|---|
| Critical (P1) | Complete service outage; no workaround available; significant business impact | Cannot log in; all proposals inaccessible; data loss |
| High (P2) | Major feature unavailable; significant impact with no practical workaround | AI drafting fails for all users; submission package cannot be generated |
| Medium (P3) | Feature degraded; workaround available | Slow performance; analytics not loading; email notifications delayed |
| Low (P4) | Minor issue or question; minimal business impact | UI display quirk; documentation question; feature request |
5. Response Time Commitments
Response times begin when your ticket is received during business hours. "Response" means an acknowledgment and initial assessment from a support agent.
Individual Plan
| Severity | Initial Response | Target Resolution |
|---|---|---|
| Critical (P1) | 8 business hours | Best effort |
| High (P2) | 2 business days | Best effort |
| Medium (P3) | 3 business days | Best effort |
| Low (P4) | 5 business days | Best effort |
Professional Plan
| Severity | Initial Response | Target Resolution |
|---|---|---|
| Critical (P1) | 4 business hours | 2 business days |
| High (P2) | 8 business hours | 5 business days |
| Medium (P3) | 2 business days | 10 business days |
| Low (P4) | 3 business days | Best effort |
Enterprise Plan
| Severity | Initial Response | Target Resolution |
|---|---|---|
| Critical (P1) | 1 hour (24/7) | 4 hours |
| High (P2) | 2 business hours | 1 business day |
| Medium (P3) | 4 business hours | 3 business days |
| Low (P4) | 1 business day | 10 business days |
6. Scope of Support
In Scope:- Platform functionality issues and bugs
- Account and access management
- Feature guidance and how-to questions
- Integration configuration (SSO, API)
- Billing and subscription inquiries
- Data export and deletion requests
- Grant writing strategy or funding agency-specific guidance
- Compliance advice specific to your grants or organization
- Issues caused by third-party systems outside our control
- Custom development or feature implementation
- Training on grant writing practices (available separately as professional services)
7. Providing Effective Support Information
To help us resolve your issues faster, when submitting a ticket please include:
- Your account email and organization name
- A clear description of the problem
- Steps to reproduce the issue
- Screenshots or error messages (if applicable)
- Expected vs. actual behavior
- When the issue started
- Severity assessment (P1–P4)
8. Escalation
If you are unsatisfied with the response or resolution:
- Reply to your existing ticket requesting escalation
- Email support@ravdevtech.com with subject "Support Escalation - [Ticket Number]"
- Enterprise customers may contact their Customer Success Manager directly
9. Service Status
System status and planned maintenance notifications are available at our status page. We announce planned maintenance at least 48 hours in advance for non-emergency maintenance.
10. Contact
RavDev Technologies, LLCSupport: support@ravdevtech.com General: info@ravdevtech.com Legal: legal@ravdevtech.com