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VIDIZMO Support & Services Plans

VIDIZMO SUPPORT FEATUREBASICSTANDARDPREMIUMPREMIUM PLUS
Web incident submissionYesYesYesYes
Unlimited break/fix (24x7x365)YesYesYesYes
Fastest response timewithin 48 hourswithin 24 hourswithin 4 hourswithin 60 minutes
Phone support (callbacks)No3/MonthUnlimitedUnlimited
Service Delivery ManagementPooledPooledAssignedDedicated
Priority handlingNoNoYesYes
Web incident submissionYesYesYesYes
Escalation phone lineNoNoLimitedYes
Advisory supportNoNoLimitedFull
Developer / Enterprise Integration SupportNoNoLimitedFull-40 hours/Year
PriceIncludedIncluded with SaaS/Cloud Optional for On-PremisesOptionalOptional
Coverage24x7x365 (Web Only)24x7x365 (Web Only)24x7x36524x7x365
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Impact & Response Times

IMPACTCUSTOMER’S SITUATIONEXPECTED VIDIZMO RESPONSEEXPECTED CUSTOMER RESPONSE
Critical
Critical business impact: Customer’s business has significant loss or degradation of services
  • Needs immediate attention

  • Initial response:
    • 60 min or less for Premier Plus
    • 4 hours or less for Premier
    • 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
  • Needs immediate attention

  • Initial response:
    • 6 hour or less for Premier Plus
    • 12 hours or less for Premier
    • 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 Premier Plus
    • 24 hours or less for Premier
    • 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 Premier Plus
    • 48 hours or less for Premier
    • 72 hours or less for Standard
    • Accurate contact information on case owner
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