Ripple Treasury’s Client Support team is available globally to help you resolve production issues quickly and effectively. Our team of dedicated support engineers brings deep product expertise across treasury, payments, and financial operations — and is structured to provide coverage across all major time zones.
For production issues, you have two primary channels: our ticketing portal for all requests, and our phone lines for critical issues requiring immediate escalation.
How to Reach Us
Channel | When to use |
|---|---|
Primary channel for all support requests | |
Phone:
| Severity 1 or 2 issues |
Directly to solution manager or solution analyst | Pre-go-live setup questions or implementation issues |
If you call for a critical issue, please also submit a ticket with all relevant details. This lets our team begin the investigation immediately and ensures nothing is lost in the handoff. See Ticketing Portal: Navigation Overview for step-by-step instructions on creating a ticket.
Submitting an Effective Ticket
The quality of the initial information you provide directly affects resolution speed. Please include:
A clear description of the issue and its business impact
Step-by-step account of what occurred before the issue appeared
Expected vs. actual behavior
Screenshots, error messages, or transaction IDs where applicable
Affected users, accounts, and workflows
The more context you provide upfront, the faster we can diagnose and resolve the issue.
Severity Levels and Response Commitments
Severity 1: Critical
Inability to use any major functions of the applications, resulting in a critical impact on your daily objectives with no workaround.
Response:
Within business hours: 30 minutes
Outside business hours: 1 hour
Resolution target: 4 hours or less around the clock
Severity 2: High
Important existing application functionality is not available to you with no acceptable workaround.
Response:
Within business hours: 1 hour
Outside business hours: 2 hours
Resolution target: 8 hours or less around the clock
About Client Support Portal
The portal runs on Jira Service Management (by Atlassian). It gives you full visibility into your tickets: open, in progress, and closed.
Key things to know:
Automated Workflows: You may see automatic status updates with email notifications. These are intentional and reflect real progress on your ticket.
Security: Portal access is restricted to approved email domains. Contact your support team if you need to add a domain.
Audit Trail: All ticket history is preserved. Closed tickets remain visible for reference even after they can't be reopened.
Ticket Status Reference
Status | Meaning | What to do |
|---|---|---|
Waiting for customer | We need information from you | Reply to this ticket when you have an update or need further assistance. Tickets with no activity for 14 days will automatically resolve, followed by a four-day period before the ticket closes. |
Resolved | Issue marked resolved by support or automation | If the issue persists, reply to reopen. No response in four days closes the ticket. |
Closed | Ticket is finalized | Open a new ticket if you need further assistance. Closed tickets can't be reopened. |
Copyright 2024 Ripple Labs Inc.