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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.
When to Open a Support Case
Knowing when to initiate a support case is crucial. Factors to consider include your plan level. Rivery offers 3 plan tiers: Starter, Professional, and Enterprise. For detailed plan definitions, refer to the "Pricing" section.
Feel empowered to open a support case for any significant matter. Support cases are our primary means of communication, fostering a strong connection with you, our customer. If uncertain, opening a case is an effective way to start the discussion.
Remember to consult our troubleshooting documentation before proceeding.
Please reference the chart below for anticipated response times for the first reply, which are determined by plan levels.
|Plan||Severity 1 Error||Severity 2 Error||Severity 3 Error||Severity 4 Error|
|Starter||Within 4 business hours||Within 12 business hours||Within 2 business days||Within 2 business days|
|Professional||Within 2 business hours||Within 8 business hours||Within 1 business day||Within 2 business days|
|Enterprise||Within 1 business hour||Within 4 business hours||Within 1 business day||Within 1 business day|
Business Hours means the applicable hours during which Rivery Customer
Support is available. Customer Support hours of operation are 8:00 to 22:00 UTC on Monday through Friday, and 8:00 to 16:00 UTC on Sunday. Observed holidays (US, Israel and
UK) are excluded.
Error means a reproducible failure of the Services to perform a function in
accordance with the technical specifications provided by Rivery, under
conditions of normal use of the Services. Notwithstanding the foregoing, “Error”
shall not include any failure caused or initiated: (i) by the use or operation of the
Services not in accordance with the Order Form or the Rivery Terms and
Conditions, or with any other hardware, software or programming languages or
in an environment other than intended or recommended by Rivery; (ii) by any
bug, defect, error or malfunction in any hardware or software used with the
Services and not provided by Rivery or any other failure of any such hardware to
conform to its published specifications, (iii) due to modifications, alterations and
repairs to the Services not made by Rivery, except as authorized in writing by
Rivery or by failure of a user to update any services or software, (iv) due to
misuse, accidents or improper configuration or maintenance not performed by
Rivery, (v) by Rivery’s hosting provider or by any other third party or third party
services, including internet service providers, or internet network providers or (vi)
force majeure or other event outside of Rivery’s control.
First Reply means communication from a Rivery Customer Support team
member acknowledging the support ticket raised.
Severity 1 Error means a complete system outage. A critical function's failure
that affects a large number of Customers or loss of essential data/severe data
Severity 2 Error means a significant but not critical impact on operations.
Affects multiple customers or a crucial process, but the overall system remains
Severity 3 Error means a partial, non-critical loss of functionality of the
Services. Impaired operations of some flows, but allows the user to continue
using the Services. Main workflow and service to users and customers is not
Severity 4 Error means a general usage and billing questions. Cosmetic
issues, including errors in the documentation.
Please note that tickets created via email default to a severity of General (Severity 4). To assign a higher severity, use the Support Form in the Rivery Console.
Opening a Support Case
Prior to opening a support case, please ensure you consult our Knowledge Base for any known issues relevant to your inquiry.
Initiating a support case is a straightforward process. Follow these steps:
Log in to your Rivery console.
Access the "Help" button in the console's left side-bar.
Click on 'Contact Support':
Complete the resulting form:
Click "Submit Form".
You will receive an email confirming your case submission. Subsequent communication regarding the case will occur via email.
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.