Support Tiers
Support services are tied to the customer’s license tier. Reva is deployed on-premise — the customer operates and maintains their own infrastructure. X-idra provides software support: configuration assistance, application-level troubleshooting, patches, and product guidance.
Community
- GitHub Issues & community forum
- Best-effort email (info@x-idra.de)
- No defined support hours
- No SLA commitments
- Public documentation access
Professional
- Email support (support@x-idra.de)
- Mon–Fri, 09:00–18:00 CET
- Response time SLA per severity
- Knowledge base access
- Upgrade guides & troubleshooting
Enterprise
- Dedicated support portal
- Mon–Fri, 07:00–22:00 CET
- Accelerated response time SLA
- Named support contact
- Quarterly review calls
- Proactive upgrade guidance
Support hours exclude German public holidays for all tiers. Enterprise S1 response windows apply within the extended 07:00–22:00 CET window.
Severity Levels
Severity is initially assessed by the customer when submitting a request. X-idra reserves the right to adjust severity based on technical assessment, with justification provided.
| Severity | Definition | Examples |
|---|---|---|
| S1 — Critical | Reva is completely unavailable; no workaround exists | Application won’t start, database corruption, authentication completely broken |
| S2 — High | A major feature is broken; limited workaround may exist | MCP server disconnected, LLM not responding, notifications failing, no new conversations possible |
| S3 — Medium | A feature is degraded but still functional | Slow response times, specific query types failing, Adaptive Cards not rendering correctly |
| S4 — Low/Info | Minor issue, cosmetic problem, or feature request | Typo in a response, UI alignment issue, enhancement suggestion |
Response Time Matrix
Response time commitments by severity level and support tier. This is the time from receipt of the support request to the first meaningful response — not a resolution time commitment.
| Severity | Community | Professional | Enterprise |
|---|---|---|---|
| S1 — Critical | Best effort | 8 business hours | 4 hours |
| S2 — High | Best effort | 2 business days | 8 business hours |
| S3 — Medium | Best effort | 5 business days | 1 business day |
| S4 — Low/Info | Best effort | 10 business days | 2 business days |
Definitions
- Business hours are counted within the applicable support window (Professional: 09:00–18:00 CET; Enterprise: 07:00–22:00 CET), Monday to Friday.
- Business days are Monday to Friday, excluding German public holidays.
- For Enterprise S1 issues, the 4-hour response window applies within the extended support hours (07:00–22:00 CET).
Important: Response time is the time to the first meaningful response. Resolution times depend on issue complexity and are not covered by this SLA.
Escalation Process
Issues are triaged at Level 1 and escalated as needed. The customer may request escalation if the response time SLA for the applicable severity level has been missed.
| Level | Handled by | Scope |
|---|---|---|
| Level 1 | Support engineer | Initial triage, known issues, configuration guidance, documentation references |
| Level 2 | Senior engineer | Log analysis, debugging, support bundle review, patch creation |
| Level 3 | Product team | Code changes, architectural issues, new feature assessment |
Escalation requests should reference the original support ticket number. This ensures continuity and prevents duplicate triage effort.
Support Channels
| Channel | Community | Professional | Enterprise |
|---|---|---|---|
| GitHub Issues | Yes | Yes | Yes |
| Email (info@x-idra.de) | Best effort | — | — |
| Email (support@x-idra.de) | — | Yes | Yes |
| Dedicated support portal | — | — | Yes |
| Documentation (docs/, website) | Yes | Yes | Yes |
What to Include in a Support Request
- Reva version — from
/api/healthor Docker image tag - Description of the issue and steps to reproduce
- Severity assessment
- Support bundle (see Section 7), if applicable
Maintenance Windows
Reva is deployed on-premise. The customer controls all maintenance scheduling.
| Category | Details |
|---|---|
| Planned maintenance | Performed by the customer at their discretion. X-idra provides upgrade guides and release notes with each version. |
| Emergency patches | Delivered as updated Docker images. The customer applies them on their own schedule. For S1 issues, X-idra recommends applying patches promptly. |
| Release cadence | Monthly feature releases. Security patches are issued ad-hoc as needed. |
| Version support | The current release and the previous release receive patches. Older versions require upgrading to a supported version. |
Version policy: Only the current and immediately previous release are supported with patches. Upgrading to a supported version is required before submitting support requests for older releases.
Support Bundle
For remote troubleshooting, Reva includes a built-in support bundle that collects GDPR-safe diagnostic information. Two collection methods are available.
API Endpoint (Application Running)
# JSON response
curl -H "X-Support-Secret: $REVA_SUPPORT_SECRET" \
https://your-domain.example.com/api/support-bundle
# ZIP archive
curl -H "X-Support-Secret: $REVA_SUPPORT_SECRET" \
https://your-domain.example.com/api/support-bundle?format=zip \
-o support-bundle.zipShell Script (Application Not Running)
./bin/support-bundle.sh [SUPPORT_SECRET]The bundle collects system information, configuration (secrets masked), health status, metrics, MCP server status, database statistics (row counts only), and sanitized logs. It does not contain personal data, credentials, or conversation content.
Review the bundle contents before sharing. The endpoint requires the X-Support-Secret header — returns 403 if not configured, 401 if the secret does not match. See the Operations Guide for full details.
Knowledge Base
The following resources are available to all customers via this website:
Setup & Configuration
- Getting Started — Installation, initial configuration, and first steps
- Installation Guide — Detailed deployment instructions for Docker Compose and Kubernetes
- Compatibility Matrix — Supported versions of dependencies and integrations
- Upgrade Guide — Version-specific upgrade instructions and migration notes
Operations & Troubleshooting
- Operations Guide — Health checks, support bundles, log rotation, database backups
- Monitoring — Metrics, dashboards, and alerting setup
- Capacity Planning — Hardware requirements and scaling guidelines
- Disaster Recovery — Backup, restore, and failover procedures
Architecture & Compliance
- Architecture — System overview, integrations, and data flow
- AI Act Compliance — EU AI Act classification and conformity
- Privacy Policy — GDPR and BetrVG compliance details
- Data Processing Agreement — DPA template for enterprise deployments
Professional and Enterprise customers receive additional support materials including advanced configuration guides, performance tuning recommendations, and direct access to release notes with each version update.
Exclusions
The following are not covered under this support agreement:
- Customer infrastructure — Hardware failures, network issues, GPU availability, Kubernetes cluster administration, operating system updates, or database administration beyond Reva-specific guidance
- Third-party integrations not listed in the compatibility matrix — Custom MCP servers, unsupported LLM providers, or non-standard authentication backends
- Source code modifications — Issues arising from customer modifications to Reva source code, custom plugins, or forked versions
- Training and onboarding — Available as a separate professional services engagement
- Performance issues caused by undersized hardware — Reva publishes minimum hardware requirements; performance support assumes these are met
Contact: General inquiries — info@x-idra.de | Professional/Enterprise support — support@x-idra.de | Security vulnerabilities — security@x-idra.de