Reveal Support Policy

Reveal Support Levels

Reveal Standard Support

Both the Reveal Embed SDK and Reveal App include Infragistics standard support via Discord and GitHub Discussions.

Your sales rep will provide information on accessing these resources when you kick off your PoC for Reveal.

Reveal Priority Support

Reveal Embed SDK customers can purchase a Priority Support Add-on for an additional 15% of their contract cost.

Priority Support includes all the Infragistics Support Benefits described above, plus:

  • Guaranteed Rapid Response within one (1) business day
  • Direct escalation path through your Account Manager
  • Priority phone support during local business hours
  • Priority response time on Forum Posts
  • Online chat support
  • Bi-Annual meetings with Reveal product management team, including access to early builds and change notifications

Support Term

Support is provided while a customer is under contract.

Once a customer contract term expires, they no longer have the right to use / deploy the Reveal Embed SDK on any device or platform, and as such, they no longer have technical support. To understand your usage rights, please review the Reveal License Agreement at https://www.revealbi.io/licenses.

Hotfix / Service Releases

Reveal does not have a Service Release schedule; we are in a continuous delivery model.

  • Installing the latest release of Reveal Embed SDK includes all bug fixes since the last major release.

In general, we look at the critical nature of the bug:

  • If there is a workaround, and the bug is not a critical issue, the bug fix will not be immediately prioritized, and the workaround will be the recommended path forward

It is important to note that Reveal is under active development, we are adding many new features and enhancements every month. We will regularly update the documentation and blogs with notifications of:

  • UI / Visual changes in a release
  • Interaction changes in a release

Breaking changes will be in the published release notes available at https://help.revealbi.io/web/release-notes.

Support Lifecycle

  • Support for Reveal Embed SDK includes:
    • Bug fixes for 12 months

We encourage customers to upgrade every 12 months to the latest version of Reveal SDK. While we understand that an embedded application may not get updates in a 12-month cycle, it is important for the customer to understand the risks of not updating their application:

  • Security patches
  • Bug Fixes
  • Retired features