Question 1

What support tiers does VIDIZMO offer?

Accepted Answer

VIDIZMO offers four support tiers with progressively faster response times and dedicated resources. Basic -- web submission only Standard -- adds phone support M-F Premium -- adds service delivery management and priority handling Premium Plus -- adds 60-minute critical response, TAM, escalation line

Question 2

What are the support response times?

Accepted Answer

Standard plan: 12-hour critical response, 24-hour high, 48-hour medium, 72-hour low. Premium Plus: 60-minute critical, 4-hour high, 12-hour medium, 24-hour low. SaaS includes Standard support.

Question 3

Which partner program is right for us?

Accepted Answer

If you sell to end customers, look at reseller or VAR. If you supply resellers or hold public-sector contract vehicles, look at distributor. If you implement and manage systems, look at system integrator or MSP. If you want to introduce opportunities without selling, look at referral.

Question 4

Can we white-label VIDIZMO?

Accepted Answer

Yes. You can sell VIDIZMO under your own brand as part of your product or solution stack.

Question 5

Which contract vehicles is VIDIZMO on?

Accepted Answer

GSA MAS and 2GIT, NASA SEWP V, Army CHESS ITES-SW2, Texas DIR, OMNIA Partners, Sourcewell, PEPPM and MHEC. The full list with contract numbers is on the contract vehicles page.

Question 6

What deployment models can we deliver?

Accepted Answer

Cloud, private cloud, on-premises, and air-gapped. Deployment choice belongs to the customer, and you deliver it.

Question 7

Do we have to sell or implement anything?

Accepted Answer

No. You make the introduction and VIDIZMO's sales team runs the cycle from there.

Question 8

Does VIDIZMO offer 24/7 support?

Accepted Answer

24x7x365 web incident submission via help.vidizmo.ai on all tiers. Phone support is M-F 9AM-6PM ET on Standard. Critical incidents receive 24x7 response on Premium and Premium Plus plans with escalation lines.

Question 9

Is there a cost to join?

Accepted Answer

No. Training and certification for your sales and technical teams are provided at no cost.

Question 10

Who supports the customer?

Accepted Answer

You hold the relationship and provide tier 1 support. VIDIZMO provides tier 2 and tier 3 behind you.

Question 11

Can we supply our own reseller network?

Accepted Answer

Yes. That is the point of the distributor program: you supply VARs and integrators, who sell on to end customers.

Question 12

Can we manage the platform on a customer's behalf?

Accepted Answer

Yes. Managed service delivery is the core of this program, including platform management and tier 1 support.

Question 13

How is a referral protected?

Accepted Answer

Submit deal registration to the VIDIZMO sales team, which documents the referral against that customer.

Question 14

What managed services does VIDIZMO offer?

Accepted Answer

VIDIZMO offers four managed service options for organizations that need hands-off operation. Managed Redaction Service -- White Glove with dual QA AI Transcription & Captioning -- 82 languages with human review AI/ML Consulting -- architecture, model training Managed SaaS -- infrastructure management for dedicated deployments

Question 15

How are deals protected?

Accepted Answer

Register the opportunity with the VIDIZMO sales team. Registration documents the partnership scope for that client while you work it.

Question 16

Is certification required?

Accepted Answer

Yes, and it is provided at no cost for both sales and technical teams.

Question 17

Do you support public-sector procurement?

Accepted Answer

Yes. Buyers can procure on a vehicle they already hold, direct or through an authorised partner.

Question 18

What integration surface is available?

Accepted Answer

APIs, connectors, and modular components, so VIDIZMO fits the architecture rather than replacing it.

Question 19

When is commission earned?

Accepted Answer

When the referred customer purchases within the referral window set out in the agreement.

Question 20

How does VIDIZMO staff professional services?

Accepted Answer

Hybrid staffing with offshore resources as standard, onshore resources for project management, and cleared onshore personnel for large government projects with sufficient lead time. Raise clearance needs early in the sales process.

Support & Procurement