Riva CRM Integration - Documentation and Knowledge Base

Requesting Support for Riva Cloud

Article ID: 529
Last updated: 22 Feb, 2021

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 two ways:

Web Form

The best way to request support (sales or technical) is to fill out the form. You can access it from Riva Cloud, whether you have logged in or not.

  1. If you aren't logged in to Riva Cloud, go to https://www.rivacloud.com/live/contact-us, and fill out the web form.

    or

    If you are logged in to Riva Cloud, then on the menu, select Contact Us to open the same web form.

  2. If applicable, when filling out the web form's Message box, follow these tips:

    • If you see an error in Riva Cloud, 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.
       
  3. At the bottom of the form, select SEND MESSAGE.

    Result: Your message is forwarded to a sales or support agent who will reply by email.

Support by Email

You can 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 issue, 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: 22 Feb, 2021
Revision: 21
Views: 10479
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