Priority Enterprise Support

Priority Enterprise Support is available as a paid service. Priority Enterprise Support includes:

*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.

Priority Level	System State	Support Call-Back	Fix Expectation	Fix Method
P1 – Priority Support	Riva software causes invalid data to be synchronized and/or causes data corruption such that the CRM or email platform is unusable for the majority of users	Within one hour	Emergency fix for specific customers as soon as practicable	Specific patch files
P2 – Priority Support	Major functions of Riva software are not available for all users	Within one hour	Emergency fix available on a priority basis	Packaged fix
P3	Major functions of Riva software are not available for some users	Does not qualify for after-hours support. Response: next business day.	Interim release is available, typically in 1 to 3 months	Interim Release
P4	Minor Riva software functions are 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 the end of next business week	Possible in future releases	New Release

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 to existing or ongoing issues/tickets.

Priority Enterprise Support is available during these hours:

Standard support hours, weekdays:

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

Minimum purchase required. For more information, contact us.