RightNow Contact Policy

This policy deals with our customer's ability to update the contacts associated with their organization in the RightNow system and the access those contacts have to information from RightNow.

More general information for visitors to the RightNow web site, detailed information for email contacts, and RightNow Technologies' anti-spam policy can be found on pages specific to those topics available through the links below.

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If you feel RightNow Technologies is not abiding by this privacy policy, please contact us at privacy@rightnow.com.

This contact policy covers the following:

1. Contact Policy overview
2. Initial contact creation
3. Limitations on contacts
4. Requesting additional contacts
5. Responsibility of contact maintenance

Contact Policy overview

RightNow Technologies provides your organization access to the RightNow Customer Community and Technical Support based on a list of contacts you designate. During the implementation process, your organization will identify your RightNow contacts. RightNow accounts for these contacts will then be set up in the RightNow support database. All contacts set up in the support database are permitted to access the Customer Community, however, only those contacts designated with appropriate access may schedule upgrades and submit incidents to RightNow's Technical Support department via our support web site.

Initial contact creation

Initially, one of our implementation project managers will contact you to set up your RightNow contacts. A login ID and password will be supplied for your contacts allowing them to access the RightNow Customer Community and rightnow.custhelp.com. Contacts with contact management access will also be provided with contact management rights meaning that they can add, remove and modify existing contacts for your company as needed.

Limitations on contacts

While your company may appoint an unlimited number of users access to the RightNow Customer Community and knowledge base, a limited number of users may designated to contact Technical Support. The number of designated support contacts allowed is based on the support package your organization has purchased. The number of users with access to contact technical support is noted at the top of the Contact Management pages (accessible at rightnow.custhelp.com > My Stuff > Customer Dashboard > Contact Management). If additional contacts beyond the stated limits are needed, you may request them by completing the Request Additional Contacts form. This form will appear when the maximum number of designated support contacts has been reached.

Designated Support Contacts must be trained in the use of the relevant portion of the RightNow solution for their position. If it becomes apparent that a designated Support Contact does not have sufficient training we will work with the Contact Manager to assist in obtaining proper training or to re-designate the contact in question.

Requesting additional contacts

Requests for additional contacts with access to Technical Support are reviewed on a case-by-case basis. Because your organization's contacts with access to Technical Support provide support to other RightNow users at your organization, we require that all RightNow contacts with access to Technical Support be familiar with the RightNow Software applications in use at your organization.

Responsibility for contact maintenance

Please note that it is the responsibility of the designated Contact Managers to provide updated contact information to RightNow Technologies and to disable contacts that are no longer involved with the RightNow Technologies software project. It is in your best interest to keep this information current at all times, as it is used for providing technical support and product updates.

RightNow will update this policy from time to time. A "last revised" date will always be included on the bottom of the statement. To keep up-to-date with RightNow's policy, please check this page periodically.