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.

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.

Definitions

• 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
  corruption.

• Severity 2 Error means a significant but not critical impact on operations.
  Affects multiple customers or a crucial process, but the overall system remains
  operational.

• 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
  affected.

• 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

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.

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.