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Support

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Ripple supports all issues and payment failures after go-live during the course of normal business activities. The Technical Services team at Ripple is setup to provide best in class support and expert technical assistance for fast problem resolution. The Project team will setup a handover to the Technical Services team prior to commercialization. The Technical Services team will conduct session \"Introducing the Customer to Ripple's Support Model\" and walk the customer through the channels available to raise support tickets for technical assistance.

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Support model

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Ripple’s support model is built around two tiers of support:

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Level 1 - Technical Service Engineering

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All issues submitted to Ripple Support are first routed to a Technical Services Engineer (TSE) for review. This team is setup to provide 24 x 7 x 365 support to customers based on the terms in their contract. A member of the team reviews the customer request to confirm that all the details required to troubleshoot the issue have been provided by the customer. They will ask for any additional details, for example logs, payment object, and so on, that might not be provided by the customer. Once received, the team will review all the data provided to troubleshoot the issue. If the TSE suspects that there is no problem with the customer’s Ripple setup and the issue could be with the counterparty’s Ripple setup, they will request logs or additional information or both from the counterparty.

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Once the TSE has all the requested information, they track payment flows between the parties to trace the payment and find out the root cause of the issue. Once located, the TSE then communicates the root cause and fix or workaround to the customer.

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If the TSE suspects the issue could be due to a bug or defect in Ripple’s products, they'll request additional assistance from Level 2 support.

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Level 2 - RippleNet Engineering and Infrastructure

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RippleNet Engineering and Infrastructure will review any issues whose root cause could be a bug or defect. The first step is to recreate the issue in-house. After the issue is recreated, the teams will aim to identify the code defect causing the issue. They will look at potential solutions for the code defect. Solutions could include a code fix or a technical/business workaround that the customer needs to implement.

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If a code fix is necessary, RippleNet Engineering releases a patch to address the issue. Patches are tested in-house to confirm that the issue has been resolved. Further regression testing is performed to ensure that the code fix has not impacted any other system functionality.

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Depending on the severity and criticality of the issue, the fix could be released to the customer as either an emergency (critical) fix for urgent issues, or as part of an upcoming release if the customer can resume business as usual with a workaround while they await the new product release.

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Considerations

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Ripple Technical Services Portal

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You can report an incident and manage your support tickets through the Ripple Technical Services Portal.

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Follow the instructions below to set up your user account for the Ripple Technical Services Portal. Once your account is set up, you can open your first support ticket.

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Note

If your company has firewall or network restrictions, please contact your organization’s IT team to allowlist https://ripplenet.atlassian.net. For more details on allowlisting, refer to IP addresses and domains for Atlassian cloud products.

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Set up user account

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We will send a Technical Services Portal invite e-mail to the e-mail address linked to your Ripple Payments account. The subject line is \"Welcome to Ripple Payments!\" Check your inbox and spam folder. If it's not there, please reach out to technicalsupport@ripple.com.

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Below is an excerpt of the invite e-mail.

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  1. \nTo start the account setup process, click the sign-up link in the e-mail.\n\n
    \nThis will take you to the Technical Services login portal.\n\n
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    \n\n\n\"Sign-up\n\n\n
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    2. \n
  2. \nIn the login prompt, enter your e-mail address (the same one you used to register for Ripple Payments) and click \nNext\n.\n\n
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    \n\n\n\"Technical\n\n\n
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    3. \n
  3. \nOn the next page, do NOT input a password. Instead, click \nForgot your password?\n\n\n
    \nThis takes you to a confirmation page.\n\n
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    \n\n\n\"Password\n\n\n
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    \n\n\n\"Password\n\n\n
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    \n\nYou should receive a password reset e-mail at the e-mail address you provided.\n\n
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    4. \n
  4. \nGo to your e-mail inbox and then click \nReset my password\n.\n\n
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    \n\n\n\"Reset\n\n\n
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    5. \n
  5. \nOn the new page, create your new password.\n\n
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    \n \n
    Important

    Your password should have a minimum of 12 characters, and include at least three of the four following conditions:

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    • \nOne uppercase letter\n
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    • \nOne lowercase letter\n
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    • \nOne special character\n
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    • \nOne number\n
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    \n\"Create\n

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    6. \n
  6. \nClick \nConfirm\n to finish creating your Technical Services Portal account.\n\n
    \nYou will automatically be logged into the Technical Services Portal, where you can choose to \nReport an Incident\n or \nOther Technical Services Requests\n accordingly.\n\n
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    \n\n\n\"Technical\n\n\n
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    7. \n
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Open support tickets

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Below is an example ticket submission form. All fields with a red asterisk are required. Please provide the appropriate information about your Technical Services request. Then click Send to submit the support ticket.\n

\n\"Technical

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