Support Process
So...You've submitted a request to tickets at virteom.com or through our web-based form and are wondering what happens next? Read on to learn our process!
As soon as we receive your message our system logs and organizes it into our system. It generates a case number and assigns it to your case. Our ticket system then sends a response to the e-mail address you've provided. This e-mail will confirm we've received your request, please hold onto your case number just in case it needs to be referenced in the future.
Next! One of our support analysts will review your case, determine whether you're a maintenance customer and assign it a severity level. Virteom uses 3 severity levels to manage requests and prioritize them based on business impact. They are as follows:
| Severity | Severity Definition | Response of Resolution Objective |
|---|---|---|
| High | Critical business impact/service down. | 24 Business Hours |
| Medium | A service business feature or function of the service is severely restricted in its use. | 1 Week |
| Low | Minor business impact: Indicates the service or functionality is usable and the issue is not causing a critical impact. A general inquiry, feature request, simple configuration or operations request, or other non-technical requests. |
1 Month |
Virteom defines business hours as M-F 8am EST - 5pm EST. We observe all major government holidays, please keep these in mind if you are submitting a request around the time of a holiday.
Our team will be in contact with you every step of the way, as your request makes it through our support process. Please be patient, we want to make sure your site or application is working in tip-top condition and looks and acts exactly as you envision.
THANK YOU!
Please do not hesitate to reach out with questions or comments about our process.