Vmoso Support
By purchasing Vmoso products, you have made an investment in cutting-edge technology. Vmoso’s worldwide customer support organization is dedicated to providing quality service in a timely and efficient manner to maximize customer satisfaction.
Vmoso offers customers a range of support services — from installing and configuring Vmoso products to resolving any problems and issues that arise while developing or operating your Vmoso-based site.
Support service is available in local business hours by email at support@vmoso.com.
Problem Priority, Target Initial Response Times, and Escalation Procedures
Our target initial response time is determined by the priority of the problem as below. You specify the priority when you submit a Support Request. We may request clarification and explanation of the priority you specify if we are unsure of the reasons for your priority assessment.
- Priority 1 – Emergency
- Target Maximum Initial Response Time: 2 hours (business hours only)
- Priority 1 is reserved for complete production site failures and for emergency issues affecting production site launch schedules. If the problem is not resolved within two business hours, the Vmoso Customer Support Manager for your organization is notified and will work with the Support Engineer to ensure we assign the relevant resources to implement an action plan. If the problem is still not resolved within three business hours, the relevant Vmoso Directors are notified, and will review the case to ensure that the appropriate resources are allocated to the issue. This process acts as an automatic escalation path for Priority 1 issues.
- Priority 2 – Critical
- Target Maximum Initial Response Time: 4 hours (business hours only)
- Priority 2 is for critical problems on a production site not causing total failure or for problems during development phases that impact your development schedules. If you are not satisfied that the issue is being resolved in an acceptable time period, you can request an escalation of the issue by informing the Support Engineer and/or by e-mail to support@vmoso.com.
- Priority 3 – Normal
- Target Maximum Initial Response Time: 8 hours (business hours only)
- Priority 3 is for all other cases. If you are not satisfied that the issue is being resolved in an acceptable time period, you can request an escalation of the issue by informing the Support Engineer and/or by e-mail to support@vmoso.com.
- Priority 4 – Enhancement Request
- Target Maximum Initial Response Time: 16 hours (business hours only)
- Priority 4 is for product enhancement requests. If you are not satisfied that the issue is being responded to in an acceptable time period, you can request an escalation of the issue by informing the Support Engineer and/or by e-mail to support@vmoso.com.
