RIVET is dedicated to providing you with an unmatched customer service experience.
General Response Time If you email us during business hours, you will receive a response within 2 hours. If you email us outside of business hours, you will receive a response on the following business day.
Rosie is RIVET’s in-app live chat. She will directly connect you with the RIVET team to troubleshoot in real-time.
General Response Time If you are messaging within business hours, you can expect a reply within 10 minutes. If you contact us after business hours, we will flag your issue and respond within 1 business day.
Additional Response Times
We want to provide you with the best support. Please indicate what type of issue you are experiencing so we can act accordingly. If you are reaching out Monday – Friday between 9:00AM EST – 5:00PM EST, the following parameters are in place:
- Outage: There is a disruption in your service, we will respond immediately.
- Critical: There is risk of disruption in your service, we will respond within 10 minutes.
- Urgent: There is a performance issue that is impacting your use, we will respond within 1 hour.
- Monitor: Issue addressed but potentially impactful in the future, we will respond within 1 business day.
- Informational: Inquiry for information, we will respond within 2 business days.
If you are experiencing an OUTAGE outside of business hours, please contact us and we will respond within 10 minutes. Please note, that if there is no disruption of service and you contact us outside of business hours, we will prioritize your issue and respond the next business day.