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
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
Critical
Critical business impact:
Customer’s business has significant loss or degradation of services
Customer’s business has significant loss or degradation of services
- Needs immediate attention
Initial response:
- 60 min or less for Premium Plus
- 4 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
High
High business impact:
Customer’s business has significant loss or degradation of services
Customer’s business has significant loss or degradation of services
- Needs immediate attention
Initial response:
- 6 hour or less for Premium Plus
- 12 hours or less for Premium
- 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 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
Standard
Minimum business impact:
- Customer’s business is substantially functioning with minor or no impediments of services
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
