Working with Rivery Support

Introduction

Welcome to the Rivery Support Case Management Guide. This document outlines the best practices for effectively working with Rivery's support team to resolve any issues, questions, or requests you may have.
Whether you've encountered a bug, need assistance with a feature, want to propose a new feature, or require account-related changes, this guide will help you navigate the support process seamlessly.

Understanding Support Cases

A support case encompasses various situations that you, as a valued Rivery customer, might encounter:

• Identifying a bug in our products or features.
• Requesting consideration for a new feature.
• Seeking guidance on using our products or features.
• Requiring modifications to your account, such as changing the account owner.

These scenarios, along with others, serve as the foundation for support case topics.

Opening a Support Case

Initiating a support case is a straightforward process. Follow these steps:

1. Log in to your Rivery console.

2. Access the "Help" button in the console's left side-bar.

3. Click on 'Contact Support':
   

4. Complete the resulting form:
   

5. Click "Submit Form".

You will receive an email confirming your case submission. Subsequent communication regarding the case will occur via email.

Priority Levels

When you open a support case, choosing a priority level helps us understand how urgent your issue is and how it affects your work. Here are the four priority levels you can select for production-level support:

• Low
• Medium
• High
• Urgent

Support Case Process Overview

Once you open a support case, our goal is to facilitate a smooth experience. Here's an overview of the process:

• Cases are directly assigned to Rivery support engineers.
• The relevant support engineer receives notification and engages based on severity and situation.
• Support interactions occur through the case or appropriate communication channels.

Following Up on Your Support Case

To provide updates or respond to our team's inquiries, reply to the email receipts from our system. This keeps the conversation streamlined and ensures your case progresses effectively.

For any further questions or assistance, feel free to reach out to our support team through the Rivery Console.

Please Note:
We'll soon be launching a Support Portal, which will allow you to view all your cases and responses in one convenient place.