Support / Support plans

VIDIZMO Support and Services Plans

Four levels of cover, from Basic included with every subscription through to Premium Plus. Compare what each one commits to, then open a plan for its full response and resolution targets.

Submit a ticketTiered support process

Side by side

What each support plan includes

VIDIZMO support featureBasicStandardPremiumPremium Plus
Web incident submissionYesYesYesYes
Unlimited break/fix (24x7x365)YesYesYesYes
Fastest response timewithin 48 hourswithin 12 hourswithin 4 hourswithin 60 minutes
Phone support (callbacks)No3/monthUnlimitedUnlimited
Service delivery managementPooledPooledAssignedDedicated
Priority handlingNoNoYesYes
Escalation phone lineNoNoLimitedYes
Advisory supportNoNoLimitedFull
Developer / enterprise integration supportNoNoAdvisoryFull - 40 hours/year
Coverage24x7x365 (web only)24x7x365 (web only)24x7x36524x7x365
PriceIncludedIncluded with SaaS/Cloud, optional for on-premisesOptionalOptional
Full plan detailsNo separate pageStandard planPremium planPremium Plus plan

Impact and response times

What response you can expect at each impact level

ImpactYour situationExpected VIDIZMO responseExpected customer response
UrgentAn issue that halts a system-wide process or function with no manual workaround available, and impacts all users.

Initial response

  • 60 minutes or less for Premium Plus
  • 4 hours or less for Premium
  • 12 hours or less for Standard
  • Continuous effort all day, every day
  • Allocation of appropriate resources to sustain continuous effort all day, every day
  • Accurate contact information on the case owner
HighAn issue that significantly affects major functionality, is persistent, and occurs with multiple users or multiple content and devices. There is no available workaround.

Initial response

  • 6 hours or less for Premium Plus
  • 12 hours or less for Premium
  • 24 hours or less for Standard
  • Continuous effort all day, every day
  • Allocation of appropriate resources to sustain continuous effort all day, every day
  • Accurate contact information on the case owner
MediumAny issue that significantly affects system functionality, is intermittent, and occurs with multiple users, content or devices. A short-term workaround is available, but not scalable.

Initial response

  • 12 hours or less for Premium Plus
  • 24 hours or less for Premium
  • 48 hours or less for Standard
  • Allocation of appropriate resources to sustain continuous effort, unless the customer opts out of 24/7
  • Accurate contact information on the case owner
LowAn inquiry regarding a routine technical issue, or information requested on application capabilities, navigation or configuration. The bug affects a small number of users and a reasonable workaround is available. Resolution is required as soon as reasonably practicable.

Initial response

  • 24 hours or less for Premium Plus
  • 48 hours or less for Premium
  • 72 hours or less for Standard
  • Accurate contact information on the case owner

This page describes the internal process currently in use when responding to support requests from our customers. It is not intended as a guarantee or other legal commitment regarding target response times or target resolution times. Please refer to the specific support agreements you have in place with us for the details of any commitments or guarantees related to response or resolution times. Unless otherwise indicated in those agreements, all response and resolution times apply only during normal daytime working hours on the standard working days applicable to your site location.

Top-of-mind Questions

What response times can I expect for a critical issue?
Under the Standard plan, critical issues (e.g., system-wide outages or authentication failures affecting all users) get a 12-hour target response and 24-hour target resolution. Premium and Premium Plus tighten this further, with Premium Plus targeting a 60-minute response for critical issues.

What's the difference between Premium and Premium Plus support?
Premium adds Service Delivery Management and priority handling with faster response times than Standard. Premium Plus goes further with a dedicated escalation phone line, advisory support, developer/enterprise integration support, and a dedicated Technical Account Manager.

Is phone support included with every plan?
No, Basic support is web-incident submission only, with no phone callbacks. Phone support is included starting with the Standard tier and upward.

How does VIDIZMO handle bugs that require a code fix, not just a workaround?
These are escalated to 3rd Tier Support, where the issue is placed in the pipeline for an upcoming release; customers then receive a service pack, patch, or hotfix once available, with an optional priority updates service for faster turnaround.

Not sure which plan you need?

Tell us how you run VIDIZMO and we will recommend a level of cover.

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