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.
Customer Support Tier 1: defined as any support requested by the Customer that relates to one of the following:
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:
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:
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 Knowledge Base. 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.
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 Knowledge Base as this includes a lot of helpful information such as guides, manuals, videos, FAQ articles, and more: https://www.vitrium.com/knowledgebase
Customers can contact Vitrium for support via these preferred methods:
Vitrium’s regular business hours are:
Monday to Friday
12:00am to 6:00pm Pacific time (3:00am 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.
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:
*This type of support does not include support for any custom development work or custom integrations.
2. Elite Level Support – this is available as an add-on to a Vitrium subscription or license purchase. With this package, Customers receive:
**This type of support does not include support for any enhancements beyond what currently exists in production today.