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.
What is Riva On-Premise?
Riva On-Premise is a synchronization service installed on supported Windows platforms that delivers server-to-server integration for CRM and email systems. Riva On-Premise includes a Riva Manager application to create and manage connections and sync policies to control which data is synced for designated users.
With Riva On-Premise, you get a dedicated solution that can be deployed to meet stringent regulatory requirements and corporate security policies. There are no Outlook plug-ins or mobile applications that need to be installed, configured, or managed.
How long has Riva On-Premise been available?
Riva On-Premise was launched in 2008 providing CRM integration between 10+ industry-leading CRMs and three enterprise email collaboration systems (Office 365, Exchange). Over time, Riva On-Premise has been extended to include support for HCL Notes and G Suite. And we developed Riva for Developers to allow corporate developers to connect Riva to in-house SQL-based ERP/CRM solutions.
What is the average size of a Riva On-Premise customer?
Riva On-Premise can be used for organizations of all sizes (minimum 5-user purchase). Our largest Riva On-Premise customer uses Riva to sync over 20,000 CRM user accounts. For more information, see Riva On-Premise System Requirements.
What type of companies use Riva On-Premise?
Our customers include small, medium, large, and global customers in banking, financial services, government, services, manufacturing, industrial, and retail. Any customer who wants a server-to-server sync solution for CRM and email to enhance the productivity of their sales, marketing, and support teams can benefit by deploying a Riva On-Premise server.
Which CRM systems do you support?
Visit our Supported Systems page to see a full list of supported CRMs, email systems, and mobile devices.
Which email systems do you support?
Riva 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
- G Suite and Gmail
- HCL Notes and Domino
Do you support Outlook? Outlook for Mac? Apple Mail?
Riva supports all Microsoft Exchange email clients and ActiveSync mobile devices. And because Riva On-Premise syncs your CRM directly to your email system on the back end, 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 for Windows (all versions)
- Outlook (64-bit or 32-bit versions)
- Outlook Web App
- Outlook on Citrix
- Outlook on Terminal Server
- Outlook for Mac
- G Suite and Gmail
- Apple Mail, Calendar, Address Book
- HCL Notes
Which mobile devices do you support?
Here are the mobile devices we currently support:
- iOS devices (iPhone, iPad)
- Android devices
- Microsoft Surface
- And others…
What Riva Syncs
What CRM data does Riva On-Premise sync?
This varies slightly depending on the CRM that you are using. For example, some CRM systems don’t support person accounts, quotes, or projects.
- Person accounts
- Recurring events
- Email and attachments
- 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 On-Premise know which CRM contacts to sync to Office 365, Exchange, G Suite, and Notes?
Perhaps a better question is, “How would you like your contacts to be synced?” Riva On-Premise delivers a lot of flexibility in terms of contact synchronization.
By default, Riva can be configured to sync only contacts located in a special CRM folder. This prevents personal contacts from being synced up to the CRM. Or, Riva can be set to sync only 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…). By using organic contact sync filters, we can sync only those contacts with whom you’ve had a recent touchpoint. 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 check box 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.
Can Riva sync custom fields and custom objects?
Yes! This varies between CRMs, but Riva On-Premise can sync custom fields and custom objects. We also have customers who leverage Riva SmartConvert and AssignTo folders to convert emails into custom objects or to track emails against custom objects.
To discuss your custom sync requirements, contact us.
How Riva Works
How does Riva connect to my CRM and email systems?
A Riva On-Premise server communicates with the target email and CRM systems through secure connections. The Riva Manager application includes wizards that assist with creating and testing connections to email and CRM systems.
Riva uses a concept of “impersonation”. Riva connections are configured with credentials of users that are pre-configured with permissions or privileges to allow full access to the user mailboxes and corresponding CRM user accounts that Riva will sync.
Riva synchronization policies are created and configured to define which users will be synced, which data will be selected to sync, how often mailboxes and CRM user accounts will be polled for updates to sync, and how data will be filtered.
For an overview of how a Riva server is installed and configured, see Overview of a Riva Server Deployment.
You can review some excellent training videos at our YouTube Channel.
Does my email client need to be running for Riva to sync?
Riva is a transparent server-to-server synchronization technology that has no requirement for users to have their email client applications (Office 365, Outlook, or Notes clients) to be open.
Riva is not a plug-in technology. Because Riva is syncing between the user’s mailbox and CRM user account, Riva supports most mobile devices, smart phones, and tablets that are supported by their email system.
Does Riva work with CRM plug-ins?
Typically, Riva cannot see what any CRM plug-in or mobile sync app is syncing for a user. If Riva syncs a user that is also using a CRM plug-in or mobile sync app at the same time, duplicate copies of the data may result in both the CRM and the user’s mailbox. Before enabling a Riva sync policy, administrators should confirm with users that they have disabled plug-ins and mobile CRM sync apps.
For more information, see Preventing duplicates: Working with Outlook plug-ins and Riva CRM integration.
How often does Riva On-Premise sync?
The Riva sync policy provides options that allow setting sync poll intervals as low as 1 minute up to 24 hours. The default, recommended interval is 5 minutes between sync polls for each user. The sync policy also provides advanced options to control sync intervals at the data type level (contacts versus calendar), and there are options to tweak the sync performance if required.
What is the difference between Riva On-Premise and Riva Cloud?
Is it possible to switch from Riva On-Premise to Riva Cloud?
Yes. Riva Cloud and Riva On-Premise use the same synchronization service engines, so that Riva On-Premise synchronization policies and synchronization records can be transferred into a Riva Cloud subscription. Conversely, Riva Cloud subscriptions can be transferred to a Riva On-Premise server.
Contact us to discuss your requirements.
Security and IT
Can you provide an overview of Riva On-Premise security practices?
Riva is built by 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 email server by using SSL-encrypted access and communicates with your CRM by using encrypted web services.
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 efficient as possible, Riva caches a dynamic mapping of company email domains and related contact email addresses in the Riva server RAM so that 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.
Riva support personnel have no access to the Riva server file system unless approved by the customer. Riva support personnel will only work on customer Riva servers under direct supervision of the customer.
Riva communicates with email systems by using a user impersonation method supported by the vendor-supplied API. 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 mailbox access are respected by Riva. By using impersonation, if a user modifies a contact in their email client address book, the “modified by:” field is preserved in your CRM as the user who made the modification in Outlook.
What type of information does a Riva On-Premise server store?
The best way to think of a Riva On-Premise server is as an information straight pass-through architecture. Unlike BlackBerry Enterprise Server, Micro Focus Data Synchronizer, Good Technologies, or other data sync solutions, Riva does not retain a copy of your email messages, address books, calendar or other CRM data. Riva does a data redirect. It transfers emails and CRM data without actually storing any of the personal data on the Riva On-Premise server.
How does authentication work for Riva between the CRM and the email system?
Riva authenticates separately with the CRM and the email platform. Simply provide the interface with your current login credentials for the CRM and the email system, and update them whenever you change the password. Certain CRM solutions support OAuth authentication, which persists through password changes. For more information, contact your CRM provider.
Does any software needs to be installed for each user?
Absolutely not! Riva On-Premise is a server-to-server data sync solution that does not make use of any client application or any email system snap-in or plug-in technology. Riva prepares the user’s mailbox for Riva during the first sync cycle. This transparency allows users to work in the client applications that they are used to working with, with no interruption of service. Since Riva On-Premise do not use email system plug-ins, you can sync data from any computer or mobile device that can sync to the email system server.
We have users with plug-in history. What is the Riva Best Practice for moving off?
It is vital when first migrating to Riva, to disable any currently running sync service, such as plug-ins and snap-ins. Running multiple sync solutions would most likely result in unnecessarily duplicated data in both the CRM and the email system. Once you have disabled a currently running sync service, your first sync with Riva should be simple and convenient!
What are the system requirements for Riva On-Premise?
Riva is a highly scalable system capable of supporting a single user or thousands. The recommended minimum requirements vary accordingly:
Does Riva On-Premise need to be installed on the email server?
Absolutely not! In fact, quite the opposite. Due to potential conflicts and the impact of the use of additional system resources, we recommend against installing Riva On-Premise on your email server or other critical servers. For more information, see Can existing Windows systems be used for the Riva server?
How much does Riva On-Premise cost?
Riva On-Premise uses a subscription license model that must be renewed on an annual basis. The typical price is $195 per user (minimum of a 5-user purchase). We offer volume discounts for any annual subscription over 50 users.
Do I need to license Riva On-Premise for all my CRM users?
No. You need to license Riva only for the users that you want to sync. The license count is applied against the “target” users designated in the synchronization policy.
Can I add additional license seats to an existing license?
Yes. We can provide a replacement license with additional license seats. Contact our Riva Success team to discuss your requirements and costs.
Can I try Riva On-Premise before I buy it? Trial version available?
Absolutely. We offer a free 15-day trial. After you register for a trial, you will receive an email with a download link for the riva-latest.zip file and links to online instructions to install and configure a Riva On-Premise server.
Can I extend my Riva On-Premise 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.
How long does it take to set up and configure Riva On-Premise?
This varies based on the experience of the individual installing a Riva server. Most Riva server deployments take between 1 and 2 hours.
Do you provide assistance with installing and configuring a Riva server?
Absolutely. We offer a professional services “Get Started Bundle” for $300 / 300€ which includes up to 3 hours of dedicated time of a Riva support specialist who will lead you through install and configuration of a Riva server including test synchronization of data.
Most customers choose to take advantage of this offer as it provides excellent training for Riva admin staff in addition to ensuring that the Riva server is installed and configured correctly to meet customer sync requirements.
Is there a limit to how many users I can sync during the trial?
Yes. You can sync up to five users during the trial.
What restrictions does the Riva trial have?
The trial for Riva goes 15 days into the past for data synchronization. This sync start date defines how far into the past Riva checks the CRM for active items (contacts, calendar items, tasks, opportunities, etc.) to synchronize initially. Once you purchase a license, this can be adjusted to whatever date you require.
How do I register a Riva On-Premise trial?