Support Customer support is of foremost importance at RIPTIDE. The Help Desk support group is comprised of experienced and knowledgeable individuals who are committed to providing courteous and responsive customer service. Help Desk Support is structured to provide Tier 1 and Tier 2 support, as well as expert-to-expert support for customer technicians who require specialized levels of technical expertise to resolve unique configuration and service requests.

Tier 1 Support
The point-of-entry for all trade support and help desk inquiries. Tier 1 will triage, resolve and/or route the call and make every attempt to obtain a first-call resolution. If Tier 1 is unable to provide resolution, they will route the call to a Tier 2 Specialist.

Tier 2 Support
Tier 2 Specialists answer questions regarding escalated trade support or technology-related applications, systems, and network issues. Tier 2 Specialists handle issues that require a greater depth of knowledge or longer call duration and possess higher levels of certification.

Training
Intuitive product design requires minimal training. Training is available by phone, by Web, or by appointment.