Priority Enterprise Support is available as a paid service. Priority Enterprise Support includes:
- Preferred Enterprise support during standard support hours
- Immediate after-hour support for critical issues*
- After-hour support for scheduled managed projects
*Critical issues are defined as P1 and P2 priority levels in the following chart. After-hour support does NOT apply to P3, P4, or P5 issues.
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Priority Level
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System State
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Support Call-Back
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Fix Expectation
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Fix Method
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P1 – Priority Support
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Riva software causing invalid data to be synchronized and/or causing data corruption such that the CRM or email platform are unusable for the majority of users
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Within one hour
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Emergency fix for specific customer as soon as practicable
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Specific patch files
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P2 – Priority Support
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Major functions of Riva software not available for all users
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Within one hour
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Emergency fix available on a priority basis
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Packaged fix
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P3
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Major functions of Riva software not available for some users
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Does not qualify for after hours support. Response: next business day.
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Interim release available, typically in 1 to 3 months
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Interim Release
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P4
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Minor Riva software functions not fully available
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Does not qualify for after hours support. Response: next business day.
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Next release, minimum twice per year
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New release
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P5
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Enhancement or documentation issue with Riva software
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By end of next business week
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Possible in future releases
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New release
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Priority Enterprise and After-hour Support Eligibility
- After-hour support applies only to new P1 and P2 issues brought forward by a qualified individual in the organization (Riva administrator).
- After-hour managed projects (migrations, upgrades, deployments etc.) are required to be scheduled with at least 72 hours' notice.
- After-hour support applies to new issues, not for existing or ongoing issues/tickets.
Priority Enterprise Support is available during these hours:
Standard support hours, weekdays:
- 6:00 a.m. - 6:00 p.m. (Mountain Standard time)
- Closed Saturday and Sunday.
Clients will receive a priority phone number to call outside Riva's standard support hours.
Pricing
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Priority Support Options
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Cost
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24 hour / 5 days per week (Monday to Friday)
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20% of the license list price
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24 hour / 7 days per week (Sunday to Sunday)
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30% of the license list price
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Minimum purchase required. For more information, contact us.
