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How To Contact Us

There are several different ways you can get ahold of the Rivista Support team if you have any questions, comments or concerns about your site. 
 
The easiest way to make a request and track its progress is creating a support ticket. You can create a new ticket by simply emailing help@gtxcel.com with your question, or creating an account here http:/help.gtxcel.com/registration and filing a ticket through the Submit Request page here: http://help.gtxcel.com/requests/new 
 
After creating an account, you will be able to track any past tickets created by your organization here: http://help.gtxcel.com/requests
This is the best way to contact us for any requests, such as scheduling training sessions, production requests, or just quick questions.
 
If you have an urgent request you can also call us at 1(800) 609-8994 Extension 2. 
 
Our official Business hours are 9am to 7pm ET, Monday through Friday. We respond to all requests within a business day, and if we can't resolve your issue right away, we will provide an estimate for it's completion. 

Submitting A Support Request

There are a few steps you can take to assure the fastest resolution to your requests.
 
When submitting a question, task, or problem, either through email or through the help desk, there are a few steps you should take to make ensure we can respond quickly and appropriately to your request. 
 
1. Describe your issue. Use as much detail as possible. For instance, if you have an "Contact" link on your site that is broken, try to describe exactly where it is on the page, even if it seems obvious. "The 'contact' link in the footer at the bottom of the page, right next to the 'about us' link," is a good example of trying to describe the location of an element on your site. 
 
2. Links! Whenever possible, please provide links to where the issue is, or the link to the admin for the module in question. Consider including where you are currently seeing the issue, where the link is going currently, where you think it is supposed to go, and even a link to the admin where you think this problem is originating. You can add these to the description of the issue or tack them on at the end. Example: The "Contact" link in our menu is broken and going to the wrong address, you can see this happening on all pages on the site, http://www.gtxcel.com. It appears the link is pointing to this page: http://www.gtxcel.com/wrong-page/ when it in fact should go to http://www.gtxcel.com/right-page/ - In the menu editor, http://www.gtxcel.com/admin/pages/Publishing/index.php?mid=1375&am... it appears the link is going to the right place. I don't know what is wrong!

3. Screenshots. A screenshot can save you a lot of time from trying to describe a bizarre error message or replicate an odd problem that only pops up occasionally. When using email, simply add the image as an attachment, and it will be added to the ticket automatically.

4. Time Constraints. Please convey if this your request should be considered a higher-priority ticket or if there is a certain target date you would like to have the request completed by. Please note normal size production requests may take at least 3 business days to complete and are typically not considered urgent. Please keep this in mind if you have a target date for completion and submit your ticket accordingly. If there is an urgent matter such as the site is down or the homepage is unuseable, please note "Urgent" in the subject line. 

Support Fees

Support fees are outlined in your contract, please refer to your contract for the specifics. Billable requests include training, production in Rivista or custom projects. Non-billable requests include questions or bugs. The support team will inform you when production fees are included on a request. The help desk dashboard also allows you to view all tickets in your organization and how much billable time has been utilized in a given time period. 

Invoicing

You will not be invoiced for a ticket that has been assessed as billable until after the work has been completed and the ticket is closed. 

 

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