Requesting Support for Riva Cloud

Article ID: 529
Last updated: 23 May, 2017

The Riva Success Team is available to help you configure Riva Cloud, answer questions, and resolve issues that come up.

You can request help in three ways:

Web Form Accessible from Riva Cloud

The best way to request support (sales or technical) is to submit the form that is available from Riva Cloud.

To use the Contact Us form:

  1. Log in to https://www.rivacloud.com.

  2. On the menu bar, select CONTACT US.

  3. Complete the Contact the Riva Success Team form.

    Tips for the Message box:

    • If you see an error, preferably copy and paste it from the Riva Cloud sync logs, so that we receive the exact wording of the error.
    • If your country has multiple time zones, please let us know in which time zone you are.

  4. At the bottom of the form, select SEND MESSAGE.

    Your submission is assigned to a sales or support agent who will reply by email.

Web Form Accessible from the Riva Website

This form comes in handy to request support if you cannot log in to Riva Cloud.

To use the Riva website form:

  1. On http://www.rivacrmintegration.com/, point to Support, point to Support Request, and select Riva Cloud.

    www.rivacrmintegration.com. Front page. Support menu. Point to Support Request.

  2. Fill out the Riva Cloud Support Request form, and select Send.

    Your request is assigned to a sales or support agent who will reply by email.

Support by Email

You can also request support by sending an email to support@rivacloud.com with the following information:

  • Your name.

  • Your contact phone number.

  • Your time zone.

  • Priority: Use "Urgent", "High", "Normal", or "Low".

  • Severity: Use "Critical: Service is failing or not syncing" or "Non-Critical: Some users are still syncing"

  • Subject title of the support request.

  • Email address of the Riva Cloud admin user.

  • Email address of the user experiencing the sync issue.

  • Description of the issue. If you see an error, copy and paste it from the Riva Cloud sync logs, so that we receive the exact wording of the error. If there is a data sync issue, be specific about the nature of the sync challenge, who is affected, and the subject of the email (if you are trying to SmartConvert or AssignTo an email in a drop folder).

Please include screen shots of the email client or CRM item that is being affected.



Article ID: 529
Last updated: 23 May, 2017
Revision: 18
Views: 4839
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