Priority Support

Article ID: 1443
Last updated: 24 Mar, 2017

Priority support is available as a paid service for critical issues that occur outside Riva's standard support hours. Critical issues are defined as P1 and P2 priority levels in the following chart. Priority support does NOT apply to P3, P4, or P5 issues.

Priority Level

System State

Support Call-Back

Fix Expectation

Fix Method

P1 – Priority Support

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

Within one hour

Emergency fix for specific customer as soon as practicable

Specific patch files

P2 – Priority Support

Major functions of Riva software not available for all users

Within one hour

Emergency fix available on a priority basis

Packaged fix

P3

Major functions of Riva software not available for some users

Does not qualify for after hours support. Response: next business day.

Interim release available, typically in 1 to 3 months

Interim Release

P4

Minor Riva software functions not fully available

Does not qualify for after hours support. Response: next business day.

Next release, minimum twice per year

New release

P5

Enhancement or documentation issue with Riva software

By end of next business week

Possible in future releases

New release

Priority Support Eligibility

Priority support applies only to new P1 and P2 issues brought forward by a qualified individual in the organization (Riva administrator).

Priority support applies to new issues, not for existing or ongoing issues/tickets.

Priority support is available during these hours:

Standard support hours, weekdays:

  • 5 am – 5 pm (Pacific North America).
  • 8 am – 8 pm (Eastern Americas).
  • 2 pm – 2 am (Central Europe).
  • 10 pm – 10 am (Eastern Australia).
  • Closed Saturday and Sunday.

Outside regular support hours:

  • 5 pm – 5 am (Pacific North America).
  • 8 pm – 8 am (Eastern Americas).
  • 2 am – 2 pm (Central Europe).
  • 10 am – 10 pm (Eastern Australia).
  • Saturday and Sunday (available for 24/7 priority support option only).

Clients will receive a priority phone number to call outside Riva's standard support hours.

Pricing

Priority Support Options

Cost

 24 hour / 5 days per week (Monday to Friday)

 20% of the license list price

 24 hour / 7 days per week (Sunday to Sunday) 

 30% of the license list price

Minimum purchase required. For more information, contact us.



Article ID: 1443
Last updated: 24 Mar, 2017
Revision: 14
Views: 6476
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folder Riva On-Premise - CRM Sync -> Manage Riva On-Premise (Admin Guides)

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