Vaultize Global Support Services are designed to quickly and efficiently resolve the customer’s problem. The support services also include crucial updates and upgrades, the finest technical support, access to extensive electronic tools and timely hardware replacement (for hardware products).

To best serve your support needs, please click the login link below to create a support ticket or email us at support@valutize.com. You will also find helpful the information below which describes the different types and times of our support options.

To create a support ticket: https://support.vaultize.com.

Support Services

Below is a list of current Vaultize support service offerings. All support services are provided and subject to the Support Services Terms and Conditions listed below and Vaultize End-user Agreement accepted/signed by the Customer. 9x5 timing means 9:00am to 5:00pm on Monday to Friday local time where the Product is purchased, excluding the holidays stipulated by negotiable instruments act.

1. Business Critical Support

Vaultize Business Critical support comes with quality of service required by enterprise customers. It includes:

  • 24x7 Remote access (through remote access tools) support by highly-trained dedicated senior support engineers
  • 24x7 Onsite support, if required, by highly-trained dedicated senior support engineers
  • 24x7 Telephone/Email/Web-based technical support
  • Software/Firmware Updates - for all software and firmware updates
  • Hardware Deployment (one-time only for cloud-in-a-box and 3A Access appliances) and Vaultize Server Software Deployment (for private cloud and cloud-in-a-box)
  • Hardware Replacement - Exchange for replacement of defective hardware (for cloud-in-a-box and 3A Access appliance) with spare kit for RAM and HardDisk
  • On-site support for Hardware (if purchased from the Company) - subject to availability of on-site support in the city of the Customer as agreed at the time of Purchase of the Product
  • Support Tools - for access electronic support tools (only for cloud-in-a-box)
  • Half-day training (one-time) to IT team

2. Premium Support

Vaultize Premium support includes:

  • 24x7 Telephone/Email/Web-based technical support
  • 24x7 access to knowledge base
  • Software/Firmware Updates - for all software and firmware updates
  • Support Tools - for access electronic support tools
  • Two hours training (one-time) to IT team over teleconference

3. Standard Support

Vaultize Premium support includes:

  • 9x5 Email/Web-based/Telephone technical support
  • 24x7 access to knowledge base
  • Software/Firmware Updates - for all software and firmware updates
  • Support Tools - for access electronic support tools
  • Two hours training (one time) to IT team over teleconference

Add-on Services

Vaultize also provides a range of professional services to meet the Customer’s needs. These services are subject to additional payment to the Company. Ask the Company, its Representative or its Partners for details. The services include:

  • On-premise Training - The company can send its employee or a representative to the Customer location for detailed training
  • On-site support - The company can send its employee or a representative to the Customer location for detailed resolution of issues
  • Remote Operation Management - Vaultize offers complete administration of Vaultize via a remote service center. Organization can off-load entire administration of Vaultize product to Vaultize services team.
  • Product Customization - Based on technical evaluation and feasibility, the services team could provide required customization to Vaultize products
  • Initial Client Deployment - Vaultize support team guides in initial deployment to its customers. However, the deployment is still primary responsibility of customer's IT team. In case, customers need the full deployment across all its users to be handled by Vaultize team, services team can provide that.

Service Level Agreement

When a Customer creates a service request, the priority is assigned to it based on the problem type. Priorities and corresponding initial response targets are defined as follows:

Severity 1

Production server or other mission critical system(s) are down and no workaround is immediately available.

  • All or a substantial portion of your mission critical data is at a significant risk of loss or corruption.
  • You have had a substantial loss of service.
  • Your business operations have been severely disrupted.

Severity 1 support requires you to have dedicated resources available to work on the issue on an ongoing basis during your contractual hours.

Severity 2

Major functionality is severely impaired.

  • Operations can continue in a restricted fashion, although long-term productivity might be adversely affected.
  • A major milestone is at risk. Ongoing and incremental installations are affected.
  • Service is operational but highly degraded performance to the point of major impact on usage.
  • A temporary workaround is available.

Severity 3

Partial, non-critical loss of functionality of the software.

  • Impaired operations of some components, but allows the user to continue using the software.
  • Initial installation milestones are at minimal risk.

Severity 4

General usage questions.

  • Cosmetic issues, including errors in the documentation.
  • Minor problem or question that does not affect delivery of service.
  • Enhancement requests, missing or erroneous documentation.

 

Response timeStandardPremiumBusiness criticalManagement Escalation
Sev-1 1 hour 1 hour 1 hour 4 hours
Sev-2 2 hours 2 hours 1 hour 1 business day
Sev-3 3 hours 2 hours 2 hours 2 business days
Sev-4 4 hours or more 4 hours or more 4 hours or more 5 business days
Hardware Issues 1 business day 1 business day With spare kit 3 business days

The response time guarantee shall only apply to the initial response where the best effort will be made to provide the solution to the issue. There shall be no guarantee that the issue reported would be resolved by the Company within the response time specified.


Contacting Support

Email: support@vaultize.com

Web: support.vaultize.com


Support Workflow

Escalation Hierarchy

1. Support Engineer
2. Support Lead
3. Manager - Services
4. Director - Services
* Customers will receive email ID and phone numbers for each of the above at the time of deployment.

Support Service Exclusions

The Company’s support service do not create, nor do the Company’s prices include, any obligation, express or implied, to provide maintenance or support involving the repair or diagnosis of damage, malfunctions or product failures caused by:

  • any third party;
  • accident, misuse or abuse;
  • alteration of the Company’s Product(s) (including modification of the Company’s Software Product or Hardware Product) by anyone other than the Company or the Company’s authorized service provider;
  • Third Party Components sold by the Company or the Company’s reseller that are not explicitly covered by the Company’s Product warranty and/or the Company’s Support Services, as specified in the documentation;
  • products not sold by the Company that are attached to or used with the Company’s Products, even if sold by one of the Company's authorized resellers;
  • the Customer’s failure to provide a proper environment for the Company’s Product(s);
  • damage during transit (other than shipment from the Company to Customer);
  • power surge or failure;
  • acts of God such as fire, storm, flood, or earthquake, government acts, labor strikes, acts of terrorism and riots or acts outside of the Company’s control; or
  • any other condition not arising under normal operating conditions.

Support Services Offerings further do not include the following:

  • Step-by-step installation or configuration of the Vaultize Client Software or third-party products or services
  • Step-by-step assistance with configuration migrations, Product upgrades or general solution provider services
  • On-site Services (except the issues with Hardware provided by the Company, and the Company agreeing to on-site Hardware support at the Customer location at the time of Purchase of Hardware Product)
  • Professional Services that are not paid
  • Modification of firmware, hardware, Products or Services

Warranty

As covered by the End-user agreement.

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