RiverPoint can provide Tier 1, Tier 2 and Tier 3 technical support on the applications, technical environment, and user processes for all of our marketing solutions. It is common that our support contract will be defined with standard SLA guarantees for response times associated with Severity 1 – 4 cases. Our SLA’s are normally consistent with the software vendors response times to ensure that we perform consistently within the wider customer, integrator, software provider ecosystem. RiverPoint can provide different pricing based on client need for support including flat monthly fee, package of hours, or straight hourly rates.
When we are under a support contract, our case management system is used to manage the communications when a case is submitted. The case management system provides tracking and knowledge management of the situations and responses provided over time. If it is after hours, it can send out SMS messages to our support staff for cases submitted with critical status assigned. The system can provide reports to our support customers via the case management portal. These reports can include case detail, issues, and resolution. Most reports are summarized and filtered: for example cases by severity, cases by status, cases by requestor, cases by assigned support person, cases by day, or cases for last month.