VIDIZMO provides customer’s staff 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, on-premises classroom style training is also available as an option.

VIDIZMO uses several methods to provide customer support including email, online chat, phone, online collaboration tools for screen sharing and troubleshooting purposes help articles, blogs, FAQs, video and PowerPoint trainings etc. All customer reported inquiries and issues are triaged as soon as they are received, assigned a priority and worked through a tiered support team structure. Support is typically available in customer business hours, however, non-business hour support is also available as an option.

VIDIZMO offers the following support models:

1) VIDIZMO Fully Managed:

VIDIZMO team installs, manages, and maintains VIDIZMO Software on either VIDIZMO's shared Azure Cloud, in the customer’s cloud (under Bring Your Own Cloud Model) such as Microsoft Azure or On-Premises. VIDIZMO team provides 1st, 2nd, and 3rd tier support on a fully managed yearly software as a subscription model.

2) VIDIZMO Managed:

VIDIZMO team installs all software, provides quarterly and yearly software upgrades, as well as 2nd tier and 3rd tier support. 1st tier support is provided by Customer IT.

3) Customer Managed:

VIDIZMO team provides software to the Customer’s IT. Customer’s IT installs, updates and supports software in 1st and 2nd tier support. VIDIZMO provides some 2nd and all 3rd tier support and all/any software updates. VIDIZMO does not have access to the installed software.

For more details on the tiered support model and multiple support SLAs offered by VIDIZMO, please visit the following links: http://www.vidizmo.com/support/tiered-support/

VIDIZMO offers the following support models:

1) VIDIZMO Fully Managed:

VIDIZMO team installs, manages, and maintains VIDIZMO Software on either VIDIZMO's shared Azure Cloud, in customer’s cloud (under Bring Your Own Cloud Model) such as Microsoft Azure or On-Premises. VIDIZMO team provides 1st , 2nd and 3rd tier support on a fully managed yearly software as a subscription model.

2) VIDIZMO Managed:

VIDIZMO team installs all software, provides quarterly and yearly software upgrades, as well as 2nd tier and 3rd tier support. 1st tier support is provided by Customer IT.

3) Customer Managed:

VIDIZMO team provides software to the Customer’s IT. Customer’s IT installs, update and supports software in 1st and 2nd tier support. VIDIZMO provides some 2nd and all 3rd tier support and all/any software updates. VIDIZMO does not have access to the installed software.

AVIDIZMO provides technical and customer service support during business hours in major geographic regions including the Americas, EMEA, and AsiaPacific. VIDIZMO provides 24-hour support covering all regions across the globe.

Yes. VIDIZMO is a comprehensive platform for any user to self-manage and helps themselves to use the platform or with any difficulties that they may experience. VIDIZMO provides a knowledge base/ help desk/ FAQs/ how-to videos from where users can take help and guide to use the platform or resolve issues. VIDIZMO is continuously developing its video knowledge base with how-to videos.

Links:

Helpdesk

Knowledge Base

VIDIZMO is at an outstanding status of 100%, resolving any concerns raised to VIDIZMO. VIDIZMO consists of a dedicated support team that deploys the response to develop a resolution accordingly. All inquiries, requirements, and or concerns are addressed and offered a resolution. However, the time frame to resolve inquires / tickets can vary since each inquiry are different and some are more complex than others. Therefore, the timeline can range.

VIDIZMO’s support team uses an “in-house” CRM system that provides insightful specifications over the number of cases that VIDIZMO received. The following are some common smart views that help the support team maintain a sufficient workflow; Unresolved, Overdue, Due Today, Open (Unassigned to support agent), On-Hold. All reported problems are responded to and provided a resolution, however, each condition has a different resolution time since each problem comes with its own range of complexities.

There are three approaches VIDIZMO uses for user onboarding. The first approach is a product tour, which helps guide the users through modal dialog boxes of each area of the platform. The second approach is through video training explaining the platform with the help of an instructor. The third approach is the Helpdesk which lists all the ‘how-to’ articles about the platform and VIDIZMO’s Knowledge Base where users can find How-To videos.