facebook pixel image Visallo Support Policy


There are two elements to our support strategy - Product Support and Professional Support. Please see below for descriptions of each.

Product Support

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

  • Initial implementation consulting
  • Product installation
  • Product upgrades
  • One 1-hour online product orientation session
  • Software issue response and resolution

The table below defines our Product Support response times for each issue severity classification.

Severity Description Response Time
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

Professional Support

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:

  • Migration of data from legacy systems
  • Integration of organization-specific datasets
  • Business-specific analytics/processing
  • Custom visualizations
  • Integration with in-house authentication and authorization systems

Let us know what we can help you with!