Vitrium’s goal is to help our customers like you learn how to use the software, but also educate you about how to support your end users. That is why we provide free access to our Knowledge Base that contains a variety of educational materials including this guide but also other guides, manuals, videos, FAQs, and more.
Click here to access the Knowledge Base
As a customer of Vitrium, your organization is responsible for providing direct support to the end users, the recipients of your protected content. This is also covered in Vitrium’s Terms of Use agreement:
Vitrium’s support policy is set up this way for a variety of different reasons:
- Vitrium has a few hundred customers, but our customers have tens of thousands of customers (end users).
- Your organization has a contract agreement with Vitrium. We do not have an agreement with your end users.
- Your organization sets the policies and controls for how users can access your content. We do not.
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.
note
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.