Software support

RIVIAM is focused on building long-term customer relationships and always goes the extra mile when providing support

Focused on customer success

Every customer has an Account Manager as well as access to our Support Desk.

RIVIAM's Support Desk is managed by an experienced team who are quick to solve any issues and provide advice based on years of experience working with different customers.

Support is provided 9.00am to 5.30pm, Monday to Friday. Weekend and out of hours support is available and can be agreed with RIVIAM. Support emails should be sent to support@riviam-zendesk.com.

Help Centre

Customers can also use our Help Centre. User guides for services are available here along with useful ‘how to’ guides and videos with helper tips.

The guides provide step by step advice on how best to navigate and use the system. A monthly customer newsletter also highlights new functionality and useful information.

Drop in sessions

From September 2023, the support team will be welcoming customers to monthly 'Ask us' online sessions.

“At RIVIAM, delivering the highest standards in customer support is central to what we do.

Working in partnership with each customer, we innovate and strive to continuously enhance and improve the user experience.” Lynsay Redwood, Customer Success Manager

Response times

On receipt of support requests, they are classified as Critical (response time 2 hours), Major (response time 4 hours) or Minor.

Minor requests will be prioritised by RIVIAM working with our customers and included in a release.

Service levels and hosting

RIVIAM’s services are available 24 hours a day, 7 days a week, with 99.95% uptime (excluding maintenance updates).

Our services are hosted on Amazon Web Services (AWS) in the London Region making use of their three Availability Zones within this region. AWS is a global cloud services leader and is ISO27001, ISO27017 and ISO27018 accredited.

Customer upgrades

RIVIAM is continuously working on a development programme and customers will receive releases (generally every 4-6 weeks) of RIVIAM services at no extra cost during the term of the agreement. These will include new functionality bringing additional benefits.

RIVIAM updates of the mobile app will be made available through the Google Play Store or Apple App Store. Applying these updates should be managed by customers.

Where updates to RIVIAM require services to be taken out of operational use, customers will be notified days before the update. We always aim to do updates out of service hours to avoid disruption.

Business continuity

RIVIAM operates on a highly available secure platform hosted by AWS. The platform consists of many services providing different aspects of RIVIAM. This means our services can be flexed and additional resources provided if required.

Should an incident occur, RIVIAM will work closely with our customers about how a solution to restoring the service will be delivered.

Data back up

Data is securely replicated in near real time and also backed up every night. Archives of the encrypted backup are also taken and kept for 30 days. Monthly backups of the full database are held for up to 6 months. In the event of a database failure, RIVIAM will restore the database using the replication database or the last available database backup.

All data in RIVIAM is AES256 encrypted.