When treasury systems encounter issues, every hour of delay carries real operational and financial consequences. Payment files stall, bank connections drop, ERP integrations break at the worst possible moments, and the clock is already running before anyone picks up the phone. Generic, outsourced support models are rarely equipped to handle the complexity of treasury technology at the speed these situations demand. Without a responsive, always-available partner who understands your platform deeply, your team is left diagnosing critical issues on its own during the highest-pressure moments in the treasury calendar.

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Support that sounds adequate on paper often fails in practice. SLA commitments without the in-house expertise to back them up become hollow reassurances when a Sev1 issue hits outside business hours or across time zones. Teams without proactive monitoring only discover problems after clients do, compounding the cost of resolution in time, transactions, and risk exposure. The result is a support experience that adds to operational burden rather than reducing it, leaving treasury teams less able to focus on the strategic work their organizations need from them.

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Ripple Treasury's support model is built around a follow-the-sun framework that provides 24/7/365 coverage across US, EMEA, and APAC locations, ensuring that clients across the globe can get the answers they need regardless of time zone. More than 90% of support cases are resolved without escalation and in less than 48 hours, with committed SLAs for Sev1 (4 hours) and Sev2 (8 hours) issues. When further investigation is required, client support analysts work directly with internal teams including connectivity, solutions management, product, and QA to resolve issues as quickly as possible.

All support analysts are in-house employees with access to an extensive pool of global expertise, providing the deep platform knowledge and regional context that outsourced models cannot replicate. Clients can reach the team by phone or through the online Help Center, and embedded in-app documentation and the client community mean that many questions can be answered without leaving the application. For organizations with more demanding requirements, the Premium support package extends coverage with proactive monitoring, dedicated bank file management, payment and ERP integration oversight, and quarterly strategic reviews.

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Always-On Global Coverage

The follow-the-sun support model ensures 24/7/365 access to in-house client support analysts operating from US, EMEA, and APAC locations. No matter where your treasury team is or when an issue arises, Ripple Treasury's support organization is staffed and ready to respond, with the regional expertise to address the specific context of each client's environment.

Rapid Resolution with Committed SLAs

More than 90% of support cases are resolved without escalation and in under 48 hours. For critical issues, committed resolution SLAs provide clear response timelines: four hours for Sev1 and eight hours for Sev2. This means clients can plan around known response standards rather than hoping for the best, and the collaborative structure of the support team means the right expertise is engaged quickly when stakes are high.

In-House Expertise, Not Outsourced Answers

Every Ripple Treasury client support analyst is a direct employee with access to a deep pool of internal expertise. When complex issues require escalation internally, analysts work directly with connectivity, solutions, product, and QA teams rather than routing tickets through a third-party service desk. This means your issues are worked by people who know the platform and can apply the full weight of Ripple Treasury's resources to resolving them.

Proactive Monitoring Before Problems Escalate

Bank connections, payment files, and ERP integrations are monitored continuously with in-app eNotifications that surface errors as they occur rather than after clients report them. The Premium support package extends this to dedicated daily bank file monitoring, payment processing tracking through US FED and EMEA cutoffs, ERP file status monitoring, and proactive notification and resolution handling -- so your team learns about issues from Ripple Treasury, not the other way around.

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Follow-the-Sun Coverage

24/7/365 support access through in-house analysts across US, EMEA, and APAC, ensuring global clients receive the same level of responsive, expert support regardless of time zone or business hours.

Multi-Level Support Resources

Clients benefit from embedded in-app documentation, the Ripple Treasury Help Center, the client community, and direct access to in-house analysts who can engage internal connectivity, product, and QA resources for complex issues.

Payment File Integration Monitoring

Proactive processing monitoring with eNotification of errors, tracking of processing timelags approaching US FED and EMEA bank cutoffs, and payment failure error handling. Premium support includes consultative quarterly reviews and schedule adjustments based on volume changes.

BAI File Error Handling

Premium support includes adding new records from bank files not yet configured in the platform, including new accounts, bank fee codes, and user codes, with email confirmation of all changes made.

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Committed Resolution SLAs

Sev1 issues are addressed within 4 hours and Sev2 within 8 hours, with more than 90% of all cases resolved without escalation in under 48 hours, giving clients clear and reliable expectations for issue resolution timelines.

Bank File Connection Monitoring

Validates bank-wide line outages, delivers late delivery alerts, and monitors SWIFT outages and restoration. Premium support adds monitoring of each daily bank file by specific time deadline, rerunning automated jobs after late deliveries, and direct bank communication on the client's behalf.

ERP File Integration Monitoring

Proactive processing monitoring with eNotification of errors, tracking of file processing timelags, and file failure error handling. Premium support includes consultative quarterly reviews and job schedule optimization based on client-defined processing requirements.

BI Reporting Tune-ups

Premium support includes quarterly reviews of reporting categories, refresher training sessions, creation of new reports based on detailed requirements, and assistance updating existing report parameters as business structures evolve.

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Standard Support

Includes 24/5 coverage with 24/7 access for Sev1 and Sev2 issues, ticketing portal and phone access, committed resolution SLAs, proactive processing monitoring and eNotifications for payment and ERP integrations, and bank-wide outage validation and SWIFT outage notifications.

Proactive Bank File Management

Premium clients benefit from dedicated monitoring of each daily bank file expected by a specific deadline, automated job reruns after late deliveries, ongoing status alerts through resolution, and direct bank contact on the client's behalf when a Third Party Authorization is in place.

Reporting and Training

Premium clients receive quarterly BI reporting tune-ups including one refresher training session, creation of one new report per agreed timeframe, and ongoing assistance updating report parameters as business structures change, keeping analytics current without requiring internal resources.

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Premium Support

Extends Standard with 24/7 coverage across all issue types, direct regional phone numbers, quarterly support reviews with feature release updates and ticket analysis with training recommendations, and the full suite of bank file, payment, and ERP monitoring capabilities with proactive error handling and resolution.

Payment Cutoff Monitoring

Premium support tracks payment processing timelags approaching US FED Bank cutoffs (5pm EST) and EMEA bank schedule cutoffs, verifies FED reference numbers within 20 minutes of processing, and handles payment failure resolution options with consultative quarterly reviews.

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Ripple Treasury's commitment to client support is not a feature -- it is a fundamental part of how we operate. With in-house analysts, global coverage, committed SLAs, and proactive monitoring built into both Standard and Premium packages, your treasury team has a partner that is as invested in your outcomes as you are. Contact us today to learn more about our support offerings and find the package that is right for your organization.

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"The lengths to which we go in supporting customers represent a major difference between our company and competitors -- one that can have a positive impact on your organization."

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