Providing assistance to customers using a tiered approach as part of all VIDIZMO plans
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, Premium Support Plan and Premium Plus Support Plan. Most 1st Tier support cases are generic or are Frequently Asked Questions (FAQ) which are answered through the self-service knowledge base, email, live chat or a callback phone support. Users can create Support Case via web, email or chat by visiting VIDIZMO 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 depend on the nature of the case and the resolution. A resolution may consist of a fix, workaround or other solutions in VIDIMZO’s reasonable determination.
2nd Tier Support
2nd Tier support is engaged when a 1st Tier technician is unable to solve a query within the Target Resolution Time agreed while creating a ticket based on severity and urgency, or if the technician requires support from the product team for other reasons. Nature of 2nd tier support may range between advanced features, product bugs and failures of certain features in customer environment and are classified as critical, high or medium severity cases. Sometimes the 1st Tier team also works with 2nd Tier support team to resolve the issue while at other times, 2nd tier support may directly work with the customer to resolve the issue.
3rd Tier Support
3rd Tier support team becomes involved when a workaround is not possible and the problem must be resolved by bringing changes to the software code and will require a patch or release to the production. Generally, all 3rd tier support tickets are placed in pipeline to be prioritized and resolved in upcoming releases. Customer generally receives a service pack, patch or hotfix when it is available. Optional 3rd tier priority updates service offered by VIDIZMO allows customers to receive early fixes to such issues through accelerated release cycles.