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 24 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 Limited 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
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Impact & Response Times

IMPACT CUSTOMER’S SITUATION EXPECTED VIDIZMO RESPONSE EXPECTED CUSTOMER RESPONSE
Critical
Critical business impact: Customer’s business has significant loss or degradation of services
  • Needs immediate attention

  • Initial response:
    • 60 min or less for Premier Plus
    • 4 hours or less for Premier
    • 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
    High
    High business impact: Customer’s business has significant loss or degradation of services
  • Needs immediate attention

  • Initial response:
    • 6 hour or less for Premier Plus
    • 12 hours or less for Premier
    • 36 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
    Moderate business impact:
    • Customer’s business has moderate loss or degradation of services but work can reasonably continue in an impaired manner

    Initial response:
    • 12 hours or less for Premier Plus
    • 24 hours or less for Premier
    • 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
    Standard
    Minimum business impact:
    • Customer’s business is substantially functioning with minor or no impediments of services

    Initial response:
    • 24 hours or less for Premier Plus
    • 48 hours or less for Premier
    • 72 hours or less for Standard
    • Accurate contact information on case owner
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