Riva Cloud

The #1 Integration Cloud for CRM and Email Systems

Frequently Asked Questions

Below are some of the most common questions we receive from customers. We invite you to review our FAQ. If you can’t find what you need, don’t hesitate to contact us.

Getting Started

What is Riva Cloud?

Riva Cloud delivers cloud-based integration for your CRM and email systems. You can securely log into the Riva Cloud website to do a one-time setup of your CRM and email connections. Then you create a Riva Cloud sync policy that control who and what gets synced. There are no other Outlook plug-ins or mobile applications that need to be installed, configured, or managed.

How long has Riva Cloud been available?

Riva Cloud was launched in October 2010. Riva On-Premise has been available since 2008.

Customer Profile

What is the average size of a Riva Cloud customer?

Historically, Riva Cloud customers have had anywhere between 1 to 50 users who need cloud CRM integration. This trend is changing, however, as companies move to the cloud. We now have Riva Cloud customers with over 400 CRM users.

There is no limitation on the number of CRM users Riva Cloud can handle. Multi-tenant and single-tenant Riva Cloud deployment options are available.

What type of companies use Riva Cloud?

Riva Cloud is used by all industry sectors – from financial services, healthcare, real estate, and professional services to software and cloud companies. Basically any company that needs reliable, cloud integration for their CRM and email systems.

Supported Systems

What CRM systems do you support?

Riva Cloud syncs the following CRM systems (cloud and on-premise editions if they’re available). Go here for a more detailed list of specific edition names and versions.

  • Salesforce
  • Microsoft Dynamics CRM
  • Oracle Fusion CRM
  • Oracle CRM On Demand
  • NetSuite
  • SugarCRM (all editions)
  • SalesLogix
  • Sage CRM

What email systems do you support?

Riva Cloud syncs your CRM directly to your email server (cloud-based or on-premise). Here are the systems we currently support:

  • Microsoft Exchange
  • Office 365 and Exchange Online
  • Hosted Exchange
  • Gmail and Google Apps
  • IBM Notes and Domino
  • Novell GroupWise

Do you support Outlook 2013? Outlook for Mac? Gmail? Apple Mail?

Riva Cloud syncs your CRM system directly to Microsoft Exchange, Office 365, Gmail and Google Apps, IBM Lotus Notes and Domino, and Novell GroupWise. So, provided you are using one of these email systems, you can view and access your CRM information in all of the major email clients and mobile devices. Plus, there are no additional Outlook plug-ins or mobile applications that need to be installed, configured, or managed.

Here are some of the more common email clients we come across:

  • Outlook (2013, 2010, 2007)
  • Outlook (64-bit or 32-bit versions)
  • Outlook Web App (OWA)
  • Outlook on Citrix
  • Outlook on Terminal Server
  • Outlook for Mac
  • Apple Mail, Calendar, and Contacts
  • Entourage for Mac
  • Gmail
  • IBM Notes
  • Novell GroupWise
  • Novell GroupWise WebAccess
  • And others…

Does Riva Cloud only sync cloud email and CRM systems?

No. Riva Cloud delivers full integration support for cloud and on-premise CRM and email systems. So, if you’re running Salesforce and Exchange On-Premise, no problem. Likewise, if you have Microsoft Dynamics CRM Online and need Office 365 integration, Riva Cloud has you covered.

What Riva Syncs

What CRM data does Riva Cloud sync?

This will vary slightly depending on the CRM that you are using. For example, some CRM systems don’t support person accounts, quotes, or projects.

  • Contacts
  • Person accounts
  • Leads
  • Appointments
  • Meetings
  • Recurring events
  • Tasks
  • Email and attachments
  • Notes
  • Opportunities
  • Cases
  • Quotes
  • Contracts
  • Projects
  • Custom fields
  • Custom objects
  • And more…

In addition, Riva pioneered time-saving email-to-opportunity and email-to-case features (Riva SmartConvert); the ability to assign emails to opportunities, cases, quotes, and custom objects (Riva AssignTo Folders); and smart links to CRM contacts and other records from email clients and mobile devices (Riva ConnectBar).

How does Riva Cloud know which CRM contacts to sync to Outlook, Gmail, IBM Notes and GroupWise?

Perhaps a better question is, „How would you like your contacts to be synced?“ Riva Cloud delivers a lot of flexibility in terms of contact synchronization.

By default, Riva Cloud can be configured to only sync contacts located in a special CRM folder. This will prevent personal contacts from being synced up to the CRM. Or, Riva Cloud can bet set to only sync contacts with a CRM category applied to them.

Beyond that, there are all sorts of ways we can sync your contacts. For example, Riva can filter contacts based on almost any CRM field (country, city, zip code, region…). We can sync only those contacts with whom you’ve had a recent touchpoint using organic contact sync filters. We can sync team-based contacts. That comes up fairly regularly. And we can also customize Riva to sync certain CRM contacts based on a checkbox being selected.

We look forward to hearing about your specific contact sync requirement. Chances are we have another customer who has had a similar requirement.

How often does Riva Cloud sync?

This will depend on your Riva Cloud edition:

  • Riva Cloud Premium – Once every 5 minutes
  • Riva Cloud Standard – Once every 15 minutes
  • Riva Cloud Lite – Once every 60 minutes

Riva Cloud 15-day trial accounts also sync once every 5 minutes. Riva Cloud administrators can manually initiate synchronization via a „Sync Now“ button when they log in. Otherwise, the sync intervals occur automatically.

Can Riva Cloud sync custom fields and custom objects?

Yes. Riva Cloud can sync custom fields and custom objects. Contact us to discuss your sync requirements.

We also have customers who want to leverage Riva SmartConvert and AssignTo Folders to convert emails into a custom object or to track emails against custom objects.

How Riva Works

How does Riva connect to my CRM and email systems?

Riva Cloud communicates with the target email and CRM systems using a secure HTTPS connection based on which type of Riva Cloud account you are using: Single-user, Company, or Corporate.

Visit our knowledge base for more information.

Riva Cloud Editions

What is the difference between Riva Cloud and Riva On-Premise?

Visit our knowledge base for a detailed response to this question.

Do you have multi-tenant and single-tenant Riva Cloud hosting options?

Yes. Recently we’ve begun to offer single-tenant hosting for larger enterprise customers in addition to our multi-tenant environment.

We also work with hosted email providers who want to deploy Riva in their cloud environments to offer CRM and email integration. Contact us for more details.

What is the difference between Riva Cloud Corporate and Company modes?

When we set up your Riva Cloud subscription, we can set it up in Corporate or Company mode. With Corporate mode, the administrator creates a sync policy and applies it to multiple users. With Company mode, there is a separate sync policy for each individual user. There is no pricing difference. It’s just a different way to activate your account.

Our knowledge base provides a much more detailed response to this question.

Can we have some users on Riva Cloud Premium and others on Riva Cloud Standard or Lite?

Yes. If you have some power users that want to take full advantage of Riva Cloud Premium (the equivalent of Riva On-Premise in terms of integration features and sync interval frequency), you can set them up with Riva Cloud Premium accounts. And your remaining users can use Riva Cloud Standard or Riva Cloud Lite.

Is it difficult to upgrade to Riva Cloud Premium?

No. It is very easy to upgrade from Riva Cloud Lite or Standard to Riva Cloud Premium. Just let your sales rep know or contact us to request the upgrade. We will apply the remaining credit in your existing Riva Cloud subscription to the new one.

Security

Can you provide an overview of Riva Cloud’s security practices?

Riva is built using the Microsoft .NET Framework and Microsoft technology stack. Riva implements security based on Microsoft security best practices.

Communication from Riva to and from your CRM and email systems is made via SSL encryption. Riva communicates with your Exchange Client Access Server (CAS) using SSL-encrypted access to Exchange Web Services and communicates with your CRM using encrypted web services. The HTTPS certificate used for rivasync.com is the highest available from Verisign using an RSA 2048-bit encryption.

Riva uses a data pass-through model and architecture. Unlike BlackBerry Enterprise Server, Good Technologies Sync Server or other data sync solutions, Riva does not retain a local copy of your Exchange message and data store. Nor does Riva retain a copy of your CRM data. Riva does not do a store and forward data transfer of email content. Riva does not store email content at any time.

Riva stores certain minimum types of information in memory for performance improvement. In order to keep communication with Exchange and your CRM as efficiently as possible, Riva caches a dynamic mapping of company email domains and related contact email addresses in the Riva server RAM so it doesn’t have to look up email addresses it has already stored in memory. This information is not written to local storage.

Riva keeps sync log files in order to carry out trouble shooting activities. These log files are retained for 14 days. In the logs, Riva retains the name of the users being synchronised, the subject of emails that are being archived or SmartConverted and the name of the folder in which the SmartConvert or email archive process is carried out. The content of the email is never read or stored by Riva and is therefore not kept in cache or in the log files. Companies interested in reviewing the specific information that is being cached for their accounts can receive a link to the meta directory information to see exactly what is being retained.

Customers have no access to the Riva file system where the log files are stored. Because there is no customer email or CRM data stored on the Riva Cloud servers, there is no possibility for a security breach by intent or by accident. There are only two Riva engineers who have access to the Riva file system: Our CTO and the Riva Architect.

Riva communicates with Exchange using the standard Exchange „Full Access Impersonation“ method. By implementing user impersonation, Riva synchronises each individual user’s account as if the individual user were accessing the system. This ensures that CRM visibility and security and Exchange mailbox access are respected by Riva. Using impersonation, if a user modifies a contact in Outlook, the “modified by:” field is preserved in your CRM as the user who made the modification in Outlook.

From a physical security perspective, no Riva employees have access to the Riva servers. Riva Cloud is hosted in the Amazon EC2 Virginia data center. As such, Riva users benefits from the following Amazon security:

http://aws.amazon.com/security/
Amazon Web Services: Overview of Security Processes

Configure Exchange Full Access: http://kb.omni-ts.com/entry/467/#full-access-permissions

How does Riva connect to my CRM and email systems?

Riva Cloud communicates with the target email and CRM systems using a secure HTTPS connection based on which type of Riva Cloud account you are using: Single-user, Company, or Corporate.

Visit our knowledge base for more information.

What type of information does Riva Cloud store?

The best way to think of Riva Cloud is as an information straight pass-through architecture. Unlike BlackBerry Enterprise Server, Novell Data Synchronizer, Good Technologies or other data sync solutions, Riva Cloud does not retain a copy of your email messages, address books, calendar or other CRM data. Riva Cloud does a data redirect. It transfers emails and CRM data without actually storing any of the personal data on the Riva Cloud data storage systems.

Visit our knowledge base for more information.

Pricing

How much does Riva Cloud cost?

Here is the pricing for our three different Riva Cloud editions:

  • Riva Cloud Premium – $24.95/user/mth
  • Riva Cloud Standard – $14.95/user/mth
  • Riva Cloud Lite – $9.95/user/mth

Monthly and annual subscriptions are available. You can start paying month-by-month and then switch to annual plan when you wish. Annual subscriptions receive a 10% discount. Plus we offer volume discounts for any annual subscription over 50 users.

Visit our Riva Cloud pricing page or contact us for more details.

Are monthly and annual subscriptions available?

Yes. Monthly and annual subscriptions are available. Annual subscriptions receive a 10% discount. Plus we offer volume discounts for any annual subscription over 50 users.

Do I need to license Riva Cloud for all my CRM users?

No. You can license Riva Cloud just for those users that need integration.

15-day Trial

Can I try Riva Cloud before I buy it? Trial version available?

Absolutely. We offer a free 15-day trial for Riva Cloud and Riva On-Premise. Go here to register for your trial.

Can I extend my Riva Cloud trial?

Yes. We will start you with a 15-day trial. If you need additional time, let your sales rep know and we will extend your trial for a maximum of 15 additional days.

What is the difference between Riva Cloud Corporate and Company modes?

When we set up your Riva Cloud subscription, we can set it up in Corporate or Company mode. With Corporate mode, the administrator creates a sync policy and applies it to multiple users. With Company mode, there is a separate sync policy for each individual user. There is no pricing difference. It’s just a different way to activate your account.

Our knowledge base provides a much more detailed response to this question.

How long does it take to set up and configure Riva Cloud?

It typically takes us 30-60 minutes to set up Riva Cloud if no customizations are required. We are currently offering a free 30-minute configuration to customers who would like our help.

Try before you buy!

Ask us about our FREE 15-day Riva Cloud trial and 30-minute set-up appointment.

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