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VIDIZMO Support & Services Plans
VIDIZMO SUPPORT FEATURE
BASIC
STANDARD
PREMIUM
PREMIUM PLUS
Web incident submission
Yes
Yes
Yes
Yes
Unlimited break/fix (24x7x365)
Yes
Yes
Yes
Yes
Fastest response time
within 48 hours
within 12 hours
within 4 hours
within 60 minutes
Phone support (callbacks)
No
3/Month
Unlimited
Unlimited
Service Delivery Management
Pooled
Pooled
Assigned
Dedicated
Priority handling
No
No
Yes
Yes
Web incident submission
Yes
Yes
Yes
Yes
Escalation phone line
No
No
Limited
Yes
Advisory support
No
No
Limited
Full
Developer / Enterprise Integration Support
No
No
Advisory
Full-40 hours/Year
Price
Included
Included with SaaS/Cloud Optional for On-Premises
Optional
Optional
Coverage
24x7x365 (Web Only)
24x7x365 (Web Only)
24x7x365
24x7x365
Impact & Response Times
IMPACT
CUSTOMER’S SITUATION
EXPECTED VIDIZMO RESPONSE
EXPECTED CUSTOMER RESPONSE
Urgent
An issue that halts a system-wide process or function with no manual workaround available, and impacts all users.
Initial response:
- 60 min 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 case owner
High
An issue that significantly affects major functionality is persistent and occurs with multiple users or multiple content, devices; there is no available workaround.
Initial response:
- 6 hour 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 case owner
Medium
Any 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 customer requests to opt-out of 24×7
- Accurate contact information on case owner
Low
Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, configuration; the bug is affecting a small number of users. A reasonableworkaround is available. The resolution 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 case owner
