1st Tier Support
1st Tier support includes providing assistance to simple and generic how-to questions generally classified as Severity 4 Case in VIDIZMO Standard Support Plan, Premier Support Plan and Premier Plus Support Plan. Most 1st Tier support cases are generic or are Frequently Asked Questions (FAQ) which are answered through the self-services knowledge base, email, live chat or a callback phone support. Users can create Support Case via web, email or chat by visiting http://www.vidizmo.com/support. During case submission, Users will be asked to provide company name, contact information, and case details, and each case is assigned a unique Support Case number. A VIDIZMO support representative will use commercially reasonable efforts to call or email the user within Target Response Time defined with your purchased VIDIZMO Support Plan. VIDIZMO will use commercially reasonable efforts to promptly resolve each case. Actual resolution time will depends on the nature of the case and the resolution. A resolution may consist of a fix, workaround or other solution in VIDIMZO’s reasonable determination.