As a Vitrium customer, your organization serves as the primary point of support for your end users (the individuals or organizations who receive and interact with your secured content), but Vitrium is committed to setting you up for success. We do this by ensuring you and your team feel confident with the software and is ready to assist your end users with the most common issues reported.
A big part of this support structure is our Knowledge Base. We have worked hard to develop a comprehensive and frequently updated Knowledge Base, including a wide range of helpful resources such as step-by-step guides (like this one), manuals, tutorial videos, FAQs, and best-practice articles. These materials are designed to help you get the most value from the platform and ensure a smooth experience for both you and the people accessing your protected content. Vitrium also has a dedicated Customer Support Team that will help you troubleshoot complex technical issues and offer ongoing training support (including how to find and leverage information in the Knowledge Base) for your team.
Our support model is designed this way for a few important reasons:
- Scale: While Vitrium works directly with a few hundred customers, those customers collectively support tens of thousands of end users.
- Direct partnership: Your organization has a contractual relationship with Vitrium, whereas your end users do not.
- Control and customization: Your organization defines the policies and permissions that govern how users access your content, allowing you to tailor the experience to your specific needs and ensure brand integrity.
- End User Trust: Your end users know and trust your organization. By combining Vitrium’s resources with your organization’s knowledge of your users and content, you can deliver an ideal experience with effective, efficient, and responsive support without the need to wait on an external party.
For example, if an end user exceeds their device limit as set by your organization in Vitrium’s DRM Policy Settings, we cannot do anything to support them. We do not know if this customer is really a customer of yours or an unauthorized user. We do not know if this person tried to share the content with other people (possibly unauthorized users), which is why they’ve exceeded their device limit. And we do not have the authority to clear their use in Vitrium as this policy needs to be established by your company, not ours.
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Vitrium does provide a very thorough onboarding program when you first subscribe to our software. If you missed this session, or you are new to using Vitrium, then please reach out to our team so we can schedule this session for you right away.