Customer Care

RightNow Customer Care helps protect your RightNow investment with maximum system availability and expert technical support and troubleshooting–quickly and efficiently. Are you a RightNow client who needs support now? Visit the customer support area or the RightNow Communities.



Personalized Customer Care Offerings

RightNow’s goal is to provide an exceptional customer experience for and to our clients and because one-size support does not fit all, RightNow offers three levels of Customer Care to suit the specific requirements of our clients: Premier, Preferred, and Basic Customer Care, ranging from online services to personalized enterprise service.

Customer Care Offerings

Basic Support is automatically included with the purchase of the RightNow solution. This package is sufficient for standard implementations.

  • Access to RightNow knowledge base, communities, documentation, and tutorials
  • Basic upgrade management services
  • Unlimited email assistance for priority 1 issues 24/7
  • Feature enhancements, new product releases, security patches, and fixes
  • Basic support service level objectives

Preferred Support offers significantly higher level service objectives compared to the basic support, unlimited case management and access through phone service this is the ideal support package for enterprise organizations requiring prompt access to our in-house expertise.

  • Access to RightNow knowledge base, communities, documentation, and tutorials
  • Preferred upgrade management services
  • Preferred support service level objectives
  • Free annual Tune-Up
  • Unlimited 24/7 access to expert assistance via email, telephone, and web
  • Feature enhancements, new product releases, security patches, and fixes
  • Cash back offered if Preferred hosting SLOs are not met

Premier Support is our most comprehensive level of support and is designed for clients where RightNow is mission-critical and downtime must be minimal. Premier Support includes all of the services available in Preferred and Basic Support, but with higher service level objectives. Another key feature is an assigned Customer Care Specialist resource providing deep technical environment and business context expertise for your organization and acts as your single point of escalation.

  • Access to RightNow knowledge base, communities, documentation, and tutorials
  • Customer Care Specialist services
  • Premier upgrade management services
  • Preferred support service level objectives
  • Free bi-annual Tune-Ups
  • Unlimited 24/7 access to expert assistance via email, telephone, and web
  • Feature enhancements, new product releases, security patches, and fixes
  • Cash back offered if Premier hosting SLOs are not met