There are two elements to our support strategy - Product Support and Professional Support. Please see below for descriptions of each.
Every Visallo subscription includes standard Product Support, available from 9am - 5pm Eastern Monday through Friday (except for United States holidays) via a web-based ticketing system or email. Product Support includes the following
The table below defines our Product Support response times for each issue severity classification.
|Critical||Production system is down or severely impacted such that routine operation is impossible||4 business hours|
|High||Production issue where the system is functioning but in degraded or restricted capacity||2 business days|
|Medium||Production issue where minor functionality is impacted or a development issue||4 business days|
|Low||Request for information with no impact to business operations||5 business days|
Anything not explicitly covered under our Product Support policy is addressed through our Professional Support services. Our staff is uniquely able to develop customizations and integrations of the Visallo platform to meet your specific needs. Some of the most common Professional Support tasks we perform for our customers include:
Let us know what we can help you with!