Below are our support response guidelines and timelines.
Support Channels
1. Chat Support (AI-Powered Assistance)
Our AI-powered Tech Support Agent is available 24/7 via chat to assist with your inquiries instantly. The AI agent is trained to handle a wide range of common technical issues and questions, providing immediate responses and guidance.
2. Live Support Team Assistance
If your issue requires human assistance or you prefer to speak with a support representative, you can escalate your request directly within the chat. A member of our technical support team will respond and assist you.
Response Times
Business Hours:
Monday to Friday, 9:00 AM to 5:00 PM Pacific Standard Time (PST), excluding Canadian statutory holidays.Typical Response Time:
For inquiries requiring a response from a human support representative, our typical response time is within two (2) business hours.Resolution Time:
Resolution times may vary depending on the priority. We will try our best to resolve most technical support requests as quickly and efficiently as possible.Weekend & Holiday Support:
On weekends and Canadian statutory holidays, only urgent technical issues will be addressed. Non-urgent requests submitted during these times will be prioritized and handled on the next business day.
Urgent Issues
If you are experiencing a critical issue that requires immediate attention outside of regular business hours, please send an email to support@rivaltech.com with all the information.
We value your time and appreciate your trust in our support team.
If you have any questions or need assistance, please don’t hesitate to reach us.