SUPPORT PROCEDURES AND POLICIES
VDIware provides round-the-clock (24x7x365) technical support for its services. We are committed to rapid problem resolution by utilizing our Service Management Center ("SMC"), which features an ITIL based Service Desk used to track all support and change requests through to resolution. Served by locations in the US and the UK our trained SMC engineers are ready to support you.
Standard Support Requests
To initiate a standard support request please contact our SMC via email@example.com. Please include as much detail as possible in the body of the email, information such as:
- Customer ID
- Site ID
- Hostname or Nodename
- Severity of the Issue
- Description of the Issue
- Contact Information (if different from the email address)
Our SMC technicians/engineers will triage the request and initiate contact with you, using the information provided, with a resolution to the issue, or to setup a time when needed changes or troubleshooting can occur.
Emergency Support Requests
To initiate an emergency support requests please call the SMC directly using the numbers listed to the right. You will be guided by an SMC triage technician to the on duty SMC engineer who will work directly with you to resolve the issue. Please have your Customer ID ready when calling the SMC.
New Service Requests
If you are requesting new service please contact your account executive for a service order to be generated. If you are not a current customer please contact our sales department by either sending an email to the following email address firstname.lastname@example.org, filling out and submitting the Contact Us form, or calling us directly using the numbers provided to the right.
Change Service Requests
To request changes to an existing services contract contact the SMC via email@example.com. In most cases change requests will be handled the same day depending on the type of change and current work load of the SMC engineers. All change requests are scheduled for after hours, typically 5:00 PM for the local time zone, and weekends. During holiday or holiday weekends change requests must be scheduled and approved in advance.
Holiday Schedule Policy
During holidays and holiday weekends our emergency support is always available. Standard Support Requests and Change Service Requests will be handled or scheduled the next business day. Click here to view the 2012 VDIware Holiday Schedule.