Priority Enterprise Support

Rawan Maarouf
Rawan Maarouf
  • Updated

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

  1. Preferred Enterprise support during standard support hours 
  2. Immediate after-hour support for critical issues*
  3. 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.

If you're looking for our standard support offerings, please see the following article.

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

  1. After-hour support applies only to new P1 and P2 issues brought forward by a qualified individual in the organization (Riva administrator).
  2. After-hour managed projects (migrations, upgrades, deployments etc.) are required to be scheduled with at least 72 hours' notice. 
  3. 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:

  • 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.

Minimum purchase required. For more information, contact us.