We're here to help.
Standard support coverage: Monday–Friday, 8:00 AM–6:00 PM Eastern Time, excluding U.S. federal holidays.
How to reach us.
Submit support requests, bug reports, or general inquiries.
support@rivetlinedataworks.comResponse time: 4 business hours during support hours
Address
Find us at our UK office.
19 Church Road
Portadown
CRAIGAVON - BT63 5HT
United Kingdom (GB)
Incident severity definitions.
Critical
Production data systems are down or severely degraded. Reports aren't running. Pipelines are failing and blocking operations.
Response time: 30 minutes. Assigned dedicated engineer until resolved.
High
Data quality issue or partial system failure affecting reporting. Numbers are wrong but operations can continue.
Response time: 2 business hours. Investigation and initial mitigation plan within 4 hours.
Medium
Minor issue affecting specific reports or workflows. Workaround is available. No immediate operational impact.
Response time: 8 business hours. Prioritized for next sprint.
Low
Feature request, documentation question, or cosmetic issue. No operational impact.
Response time: 5 business days. Addressed in next quarterly review.
Submit a support request.
We'll respond within our target time based on severity level. For critical issues, call us directly at +12528696575.
Onboarding resources.
Getting started
- → System access and credential setup
- → Dashboard overview and navigation
- → Understanding metric definitions
- → Interpreting data quality alerts
Operations guides
- → Pipeline monitoring and runbooks
- → Incident response procedures
- → Common troubleshooting steps
- → Ownership and escalation models
What to include in a data issue report
- When you first noticed the issue (date, time, timezone)
- Which report, dashboard, or pipeline is affected
- What you expected to happen
- What is actually happening (screenshot helps)
- How it's impacting your operations (severity context)
- What you've already tried to fix it
- Any recent changes to source systems or data