We offer 24 hour Standard Support (Tier 1) Monday to Friday
Tier 2 and Enterprise Support are available from 6:00 AM to 6:00 PM MST
(24-hour Enterprise Support available for P1 and P2 issues as well as after hours deployments & upgrades)
Additional information about our Enterprise Priority Support can be found here:
| Priority Level | System State | Support Call-back | Fix Expectation | Fix Method |
| P1 | 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 | Same business day | Emergency fix for specific client as soon as practicable | Specific patch files |
| P2 | Major functions of Riva Software not available for all users | By end of second business day | Emergency fix available on a priority basis | Packaged fix |
| P3 | Major functions of Riva software not available for some users | By end of third business day | Interim release available typically in 1 to 3 months | Interim release |
| P4 | Minor Riva Software functions not fully available | By end of 4th business day | Next release, minimum twice per year | New release |
| P5 | Enhancement or documentation issue with Riva's Software | By end of next business week | Possible in future releases | New release |
Related to