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Ticketing Policy for Rievax Mobile App
The Rievax mobile app is designed to streamline the ticket-raising process, providing a fast and efficient way for our internal clients to receive support.
1. Purpose of the App
The Rievax mobile app enhances the convenience and efficiency of submitting support tickets by allowing internal clients to raise issues directly from their mobile devices, complementing PC-based systems.
2. Ticket Submission Process
• Support tickets can be submitted directly through the app, which integrates seamlessly with Jira, Freshdesk, and Microsoft Forms for efficient issue tracking and resolution.
• All submitted tickets will be handled according to Rievax’s standard response and resolution timelines.
• Clients will receive updates on the progress of their tickets through the app or via email notifications.
3. Client Approval and Access
• The app is exclusively available to approved internal clients who have authorized its use for support-related purposes.
• Unauthorized access, distribution, or use of the app and its features is strictly prohibited.
4. Support Hours and Priority
• Tickets are processed during standard support hours, and priority levels are assigned based on the nature and urgency of the request.
• For critical issues requiring immediate attention, clients are encouraged to mark the ticket as “high priority” or escalate through the appropriate channels.
5. Policy Updates
Rievax may update this Ticketing Policy periodically to improve processes or comply with new operational standards. Clients will be notified of any changes via the app or email. Continued use of the app indicates acceptance of the updated policy.
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Email: support@rievax.com
Phone: 1 (866) 274-3829