Support Services

RiverMuse offers a basic level of assistance to community members with expanded support options available to Rivermuse Pro subscribers including telephone support and targeted response times. Please find the details below.

Support Program: Customer Support Offerings

Rivermuse Pro Community Rivermuse Standard
Online portal/forum Yes (community supported) Yes (Rivermuse supported)
Email incident submission - Unlimited
Online incident submission - Unlimited
Online incident status - Available
Target Response Times - See below
Phone Support - Available

Rivermuse Standard Services Agreements

Response Time Status Update Fix or Workaround
P1 4 hours Daily 1 Business Day
P2 Next Business Day Weekly 1 Week
P3 2 Business Days - Next Release
P4 5 Business Days - -


Priority Levels

  • Priority 1: means an incident that renders the Software inoperative or causes catastrophic failure in a production environment.
  • Priority 2: means an Incident that significantly degrades performance of the Software or materially restricts End User’s use of the functionality of the Software.
  • Priority 3: means an Incident that causes only a minor impact on End User’s use of the Software.
  • Priority 4: All enhancement requests.

For a complete description of our RiverMuse Pro support offering please contact support@rivermuse.com