VIDIZMO Support & Services Plans

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 SupportNoNoLimitedFull-40 hours/Year
PriceIncludedIncluded with SaaS/Cloud
Optional for On-Premises
OptionalOptional
Coverage24x7x365 (Web Only)24x7x365 (Web Only)24x7x36524x7x365
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Impact & Response Times

IMPACTCUSTOMER’S SITUATIONEXPECTED VIDIZMO RESPONSEEXPECTED CUSTOMER RESPONSE
CriticalCritical 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
  • 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

 

HighHigh 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
  • 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

 

MediumModerate 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

 

StandardMinimum 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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