ArticlesArticles Most Popular ArticlesMost Popular Articles
RSS Feeds
DrillDown Icon Table of Contents
DrillDown Icon 2018 Official Holidays & Support Schedule
DrillDown Icon IMPORTANT: End of Life of SHA1 on Windows Server 2003
DrillDown Icon IMPORTANT: Supported Operating Systems
DrillDown Icon PLEASE READ: Our Update Server IPs Have Changed
DrillDown Icon Support
DrillDown Icon Customer Support Hours and Statutory Holidays
DrillDown Icon Customer Support: Our Values
DrillDown Icon Required Information When Contacting Customer Support
DrillDown Icon Support Response Times & Coverage
DrillDown Icon My Vircom Website
DrillDown Icon Full Support for Trial Customers
DrillDown Icon Mailing Lists and Client Community
DrillDown Icon How-to: Submit Spam to Vircom
DrillDown Icon Submitting Spam and False Positives
DrillDown Icon How-to: Report a Virus to Vircom
DrillDown Icon How to submit a feature request
DrillDown Icon What happens when my trial / temporary key expires?
DrillDown Icon Support for Microsoft Windows 2008/2003 Web Edition
DrillDown Icon modusGate for Microsoft Azure
DrillDown Icon modusCloud
DrillDown Icon Alleviating Spam – Best Practices
DrillDown Icon directQuarantine Technical Information
DrillDown Icon modusMail & modusGate Technical Information
DrillDown Icon Other Product Technical Information
DrillDown Icon Professional Services
DrillDown Icon Newsletters
  Email This ArticlePrint PreviewPrint Current Article/Category and All Sub-Articles/Categories
 
Support Response Times & Coverage

 

Contacting Vircom

 

      Hours: 4h00 to 18h00 Eastern Time (North America). Emergency support available after hours.

      Phone: 514-854-8474 (direct) or 1-888-484-7266 and press "1" for support.

      Email: support@vircom.com

      Afterhours Emergencies: emergency@vircom.com or call our normal support line and leave a message, you will be called back within 30 minutes.

      Escalations: escalations@vircom.com.

 

Vircom will use best commercial efforts to provide remote and telephone software support within the time frames defined below.

P1 - Critical Issue:

A critical issue is defined as having a major functionality severely or critically impaired.

  • No mail flow.
  • No access to the user interface.
  • No spam getting caught at all.
  • Compromised accounts causing mail queuing.
Usually a critical issues affect every person in the organization.

Expected Response Times:

  • First reaction within 30 minutes.
  • Resolution expectation within 4 hours or until a suitable workaround is provided.

P2 - High Priority Issue:

A high issue is defined as having an important functionality impaired but not completely down.

  • Quarantine digests/reports not getting generated.
  • Unusually high number of false-positives or false-negatives.
  • Successful phishing attack.
Usually a high issue affects most of the organization but mail flow is preserved where spam and viruses are being quarantined.

Expected Response Times:

  • First reaction within 1 business hour (first call back or email).
  • Resolution expectation within 24 hours or until a suitable workaround is provided.
 

P3 - Normal Priority Issue:

A normal issue is defined as an issue that is not impacting any major or important functionality and not impacting a large number of users.

  • Single user not receiving certain emails.
  • A user not receiving a quarantine digest.
  • Single user is getting more spam than others.
  • Cosmetic issues with the software
  • A usage question.
Usually a normal issue tends to apply to a single user or a small subset of users within the organization.

Expected Response Times:

  • First reaction within 4 business hours.
  • Resolution expectation within 48 - 72 hours if it is an operational/usage question or will be fixed in next operational release. 

 

Please not that if a technician reaches back to you within the first reaction time expectation but you are not available to continue with the troubleshooting, these response times are null & void (in other words, if we get back to you and your are not there or available, obviously we will not be able to respect these response times.


Support Coverage:

Our technical support covers exclusively our products and it's direct dependencies.

 

  • modusGate
  • modusMail
  • modusCloud
  • modusHosted

 

 

Dependencies: modusGate and modusMail require SQL Express or the full MS-SQL, we will support these as well.

If you are having network issues, problems with DNS, firewalls, operating systems or other ancilliary systems, our support coverage does not cover those items. We will often provide some advice and assist with some diagnostic efforts on how to fix these issues - in fact, we often go beyond the purview of our support services and assist clients with third party systems, but please understand that this is not part of the normal support coverage and is often and the discretion and skill level of the technician serving you. If you want us to fix a problem with a subsystem that is not directly related to modus, this becomes a professional service and is billable as a consultant fee and is subject to technician availability.

Technical support is meant to cover operational problems or issues with modus only. If you require Vircom support to do any activity that is schedulable in time (perform an upgrade of a server, a server migration from an old physical or virtual server to a new server) these are considered professional services and are thus billable as consultant fees.

 


 

Modified 8/16/2018
Keywords: response time support agreement
Article ID: 441