Frequently Asked Questions
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What is your SLA (Service Level Agreement)? What is frequency, length and schedule of maintenance?
We offer 99.9% SLA with our customers for our shared hosting service. Higher SLA options are available for dedicated hosting options. Maintenance is performed during off peak hours on weekends. For a major upgrade, downtime is normally not more than 10-15 minutes. For minor upgrades, there is 0-5 minutes downtime. Enhanced, tailored SLA are available when using customer’s Microsoft Azure Cloud or VIDIZMO’s dedicated cloud.
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Does VIDIZMO offer 24 hours a day, 7 days a week support for the software?
Yes, we also provide customer tailored service plans offered with a dedicated or personal support line. -
What is the timeframe for your response to all system problems reported via phone or email? Can you respond to problems within 15-60 minutes/ 4-24 hour/ within 2-5 days? What is the response time to critical error requests?
Yes, all support features are determined based on the support contract or service level agreement (SLA), depending on the customer's support needs or requirements. We are capable of providing support for any timeframes, from a few minutes to a couple of days, depending on the terms of the service agreement. The same applies to any notifications regarding critical errors.
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Will your company provide a dedicated support team?
Yes, this option is available depending on the customized support contract/SLA. -
Does your company provide global support?
Yes, 24x7 support is available. -
What are the response time standards for handling support and/or security issues?
All VIDIZMO support plans adopt a tiered support approach to provide support to its customers.
Kindly refer to the link provided for all support plans. https://vidizmo.com/support/support-plans/
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Can customers choose to have maintenance/support as an option?
Yes, customers have an option to choose support plans as per their preferences and requirements.
Read more: VIDIZMO Support & Services Plans.
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Are you able to provide quarterly reports outlining service calls made to VIDIZMO?
Yes, this option is available depending on the support contract. -
Does VIDIZMO contain any self-monitoring and diagnostics features?
Yes, VIDIZMO has built in audit and error logs, and it can further connect with Microsoft Systems Center. -
Do you have remote diagnostic capabilities?
VIDIZMO reports all errors and logs to a centralized location for the support team to monitor and proactively provide support or address any upcoming issues. -
Do you require remote access for diagnostics?
Generally no, yet remote access may be required depending upon the level of maintenance to be performed by support team. VIDIZMO receives enough logs to provide support in 99% of scenarios. -
Are the systems monitored and is user activity logged?
There are more than 50 distinct events where VIDIZMO logs a user’s activity. This includes basic operations from login and logout to advanced operations like someone changing account settings. VIDIZMO also provides a convenient way to look through the logs by applying filters.
Read more: Understanding Audit Logs.
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Can the application be installed as a non-root/admin user? Describe administrative access controls used by the system.
No, the application must be installed under a user that has administrative-level privileges. Virtual machines running VIDIZMO applications require administrative rights for installation, management and maintenance. System administrator rights are required for VIDIZMO database -
What type of training does VIDIZMO offers to the client, before, during and after the initial transition?
The training methods are Onsite training, Online Training, Video Tutorials, and Helpdesk. VIDIZMO provides customers staff with the necessary training needed to effectively use VIDIZMO products and to address any questions or concerns they may have. Training is typically conducted over the web using collaboration tools like Lync, WebEx, or GoToMeeting, however, onsite/ on-premises classroom style training is also available as an option.