RIVIAM's Customer Support Escalation Procedure

We are pleased to share RIVIAM’s newly refined Production Incident Escalation Process. This structured approach ensures swift and efficient resolution of production issues, providing you with the reliable support you need.

What You Can Expect:

1. Clear Categorization of Issues:
   • Level 1 (Critical): For incidents impacting all RIVIAM Cloud components, we respond within 1 hour to restore services as quickly as possible.
   • Level 2 (Major): For partial outages, a response is initiated within 2 hours, with escalation to Level 1 if unresolved within 24 hours.
   • Level 3 (Minor): Functionality improvement requests are managed through routine updates and operational meetings.
2. Transparent Communication:
   • Each incident triggers a detailed and timely response plan tailored to the severity of the issue.
   • Escalation meetings and checkpoint updates keep you informed at every stage of resolution.
3. Dedicated Support Team:
   • Our experienced team, in collaboration with your designated escalation managers, ensures resolution with minimal disruption.

This process highlights our commitment to delivering prompt, high-quality support while enhancing the efficiency and reliability of the services you depend on.

Download the full escalation procedure here.