A system you rely on shouldn’t keep you up at night. Sustain is a standing service: unlimited incidents and fixes, clear response and resolution times by priority, and a monthly health report so you can see what we caught before you did.
A standing service, not a ticket counter.
A ladder from ad hoc, per-ticket support to a fast-response, business-critical service. Retainer plans are priced by the number of users on the supported systems and include unlimited incidents and fixes. New features and changes are scoped separately.
Per-ticket support on the systems riivo built, with no monthly fee. For stable, low-maintenance systems.
- Billed per ticket, no monthly fee
- Systems riivo built
- One business day to respond, five to resolve
- No priority service
A written service level and a standing monthly service for smaller user bases, whether or not you log a ticket.
- Unlimited incidents and fixes
- Urgent: 4h respond / 8h resolve
- Up to 25 users
- Monthly health report + proactive monitoring
Faster response and resolution for a larger user base, with the same proactive monitoring and monthly health report.
- Unlimited incidents and fixes
- Urgent: 2h respond / 8h resolve
- Up to 100 users, +R5k per further 100
- Monthly health report + proactive monitoring
Our fastest service, plus a user helpdesk, onboarding and training, for systems you can’t afford to have down.
- Unlimited incidents and fixes
- Urgent: 1h respond / 4h resolve
- Up to 100 users, +R10k per further 100
- User helpdesk, onboarding and quarterly training
- Monthly service review with your product owner
- You have a live system you depend on
- You want unlimited fixes, not per-ticket anxiety
- You want response and resolution times in writing
- You want proactive monitoring and a monthly health report
- You need steady new feature delivery (go to Grow)
- You only ever need the very occasional fix (use Ad hoc)
The Options
01 / 04A ladder from ad hoc, per-ticket support to a fast-response, business-critical service. Retainer plans are priced by the number of users on the supported systems and include unlimited incidents and fixes. New features and changes are scoped separately.
Per-ticket support on the systems riivo built, with no monthly fee. For stable, low-maintenance systems.
- Billed per ticket, no monthly fee
- Systems riivo built
- One business day to respond, five to resolve
- No priority service
A written service level and a standing monthly service for smaller user bases, whether or not you log a ticket.
- Unlimited incidents and fixes
- Urgent: 4h respond / 8h resolve
- Up to 25 users
- Monthly health report + proactive monitoring
Faster response and resolution for a larger user base, with the same proactive monitoring and monthly health report.
- Unlimited incidents and fixes
- Urgent: 2h respond / 8h resolve
- Up to 100 users, +R5k per further 100
- Monthly health report + proactive monitoring
Our fastest service, plus a user helpdesk, onboarding and training, for systems you can’t afford to have down.
- Unlimited incidents and fixes
- Urgent: 1h respond / 4h resolve
- Up to 100 users, +R10k per further 100
- User helpdesk, onboarding and quarterly training
- Monthly service review with your product owner
- You have a live system you depend on
- You want unlimited fixes, not per-ticket anxiety
- You want response and resolution times in writing
- You want proactive monitoring and a monthly health report
- You only ever need the very occasional fix (use Ad hoc)
A standing service, not a ticket counter.
- Unlimited incidents and fixes
- Response and resolution times in writing, by priority
- A monthly health report, ticket or not
- Proactive monitoring of flows, connections and platform updates
- A named support contact