Support Policy

1.   OBJECTIVE AND SCOPE OF POLICY

Vitrium Systems Inc. (“Vitrium” or “Company”), www.vitrium.com, is committed to providing the best customer care and technical support for its customers (“Customers”). In turn, by providing the best level of support to Customers, they can then support their end users (“Users”), the people viewing the content that has been protected using Vitrium’s technology. This policy defines the different types of support that Vitrium provides to its Customers, as well as outlines the best methods to contact Vitrium for support, and describes the two main types of support packages that a Customer can receive from Vitrium.

2.   DEFINITIONS OF KEY TERMS

Customer Support Tier 1: defined as any support requested by the Customer that relates to one of the following:

– An issue affecting one end user that cannot be solved by reviewing information on Vitrium’s Help Center: https://support.vitrium.com/
– A feature enhancement request, bug or other defect that is not critical to the day-to-day functioning of the Customer

For tier 1 support, Vitrium will respond to the support inquiry or ticket within 8 hours during Vitrium’s regular business hours.

Customer Support Tier 2: defined as any support requested by the Customer that relates to one of the following:

– Multiple end user issues that cannot be solved by reviewing information on Vitrium’s Help Center: https://support.vitrium.com/
– A bug or other defect that is critical to the day-to-day functioning of the Customer

For tier 2 support, Vitrium will respond to the support inquiry or ticket within 2 hours during Vitrium’s regular business hours.

Customer Support Tier 3: defined as any support where the Vitrium software is totally inoperable. Vitrium will respond to the support inquiry or ticket within 1 hour and will commit to fix or address the issue within 8 hours.

End User Support: defined as any support that is requested by the Customer’s end user, the person attempting to open, unlock or access content that has been protected with Vitrium’s DRM technology. The Customer is responsible for following up on this type of support. If a support email, ticket or phone call is received by Vitrium by an end user, the Vitrium team member will:

– Re-direct that person to contact the person or company who sent them the content
– Contact the Customer directly to inform them about the issue (if Vitrium can identify who the Customer is)

Vitrium provides Customers with a complimentary training session during the onboarding phase about how to support their end users, as well as providing a variety of helpful guides, manuals, FAQS and videos on its Help Center. It is expected that the Customer should be able to handle the majority of end user issues. If the Customer has exhausted all efforts to support the end user, then a ticket can be submitted to Vitrium for end user assistance.

3.   HOW TO CONTACT VITRIUM FOR SUPPORT

Vitrium uses a ticket system for tracking support issues. Tickets are automatically created by methods 1-3 below. Before submitting a ticket or contacting the Vitrium support team, Vitrium encourages all Customers to review the Help Center as this includes a lot of helpful information such as guides, manuals, videos, FAQ articles, and more: https://support.vitrium.com/

Customers can contact Vitrium for support via these preferred methods:

1. Sending an email directly to support@vitrium.com (it is recommended not to ‘cc’ this email as a ticket will not be created that way)
2. Submit a ticket through Vitrium’s Help Center: https://support.vitrium.com/hc/en-us/requests/new
3. Submit a ticket through the Help tab in the Customer’s Vitrium account
4. Call the support line at: 1.604.677.1500 ext. 1 or toll-free (in US/Canada): 1.866.403.1500 ext. 1
Important note: voicemails are immediately communicated via email internally

Vitrium’s regular business hours are:

Monday to Friday
7:00am to 6:00pm Pacific time (10:00am to 9:00pm Eastern time)
excluding Canadian or BC stat holidays

If a support email or inquiry (other than a Tier 3 issue) is received outside of these hours, on a weekend, or a holiday, the Vitrium team will respond on the next business day.

4.   VITRIUM SUPPORT PACKAGES

Vitrium offers two different support packages:
1. Standard Level Support – this is automatically included with every Vitrium subscription or license purchase. With this package, Customers receive:

– Access to the Vitrium Help Center: https://support.vitrium.com/
– Support via email only
– 10 support tickets per year

2. Elite Level Support – this is available as an add-on to a Vitrium subscription or license purchase. With this package, Customers receive:

– Access to the Vitrium Help Center: https://support.vitrium.com/
– Support via email, virtual support, or phone
– Unlimited tickets per year