Priority Enterprise Support

  • 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.

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.

Pricing

Priority Support Options

Cost

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

 20% of the license list price

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

 30% of the license list price

 

Minimum purchase required. For more information, contact us.

Was this article helpful?

/

Comments

0 comments

Article is closed for comments.