Commercial Support
| Support Levels and Benefits | VidaTeam Service Level 1 (hosted) |
VidaTeam Service Level 2 (hosted) |
vCloud SW / Partners Level 3 (AIO only) |
vCloud SW / Partners Level 4 (All platforms) |
|---|---|---|---|---|
| Basics | ||||
| Included Systems (By SerialNo) | N/A | N/A | 1 | 1 |
| Named Contacts | 1 | 1 | 2 | up to 3 |
| Supported Servic /Software (1) | ||||
| vCloud (Office, Call Center or Platform) |  |
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| vCloud Add-Ons (2) |  |
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| Problem Resolution Support (3) | ||||
| Include Cases (Incidents) | 10 / year | 20 / year | 10 / year | 20 / year |
| Remote Troubleshooting | N/A | N/A | |
|
| Telephone Access Hours | 8 x 5 (EST) | 12 x 7 (EST) | 8 x 5 (EST) | 12 x 7 (EST) |
| 24 x 7 Urgent Support Call | |
(Extra Charges) |
|
(Extra Charges) |
| Web Case Management (https://support.vidanetwok.net) | |
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| Web Case Initial Response Time | 48 Hours | 8 Hours | 12 Hours | 8 Hours |
| Guaranteed Service Level Agreement | |
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| Pricing | ||||
| One (1) Year Agreement (USD) | Free | $1,995 | $5,995 | $7,995 |
| Three (3) Year Agreement (USD) | Free | $5,385 | $14,785 | $21,585 |
| Additional System (By SerialNo) | N/A | N/A | $1,995 | $3,995 |
| Additional Services | ||||
| 24 x 7 Urgent Support Call (outside of Access Hours) | |
$200 / Incident or 500/incident w/o the support program |
|
$200 / Incident or 500/incident w/o the support program |
| SIP Devices Auto Provisioning (4) | Included in monthly service fees | Included in monthly service fees | $1/device/month. Support program required |
$1/device/month. Support program required |
| Not covered cases, e.g. customizations (5) | $155/hr | $95/hr |
$95/hr |
$95/hr |
| Case-by-case, w/o the support program | $155/hr | $155/hr | $155/hr | $155/hr |
1 Supported Software: Support Levels 1-4 cover vCloud Platforms, add-on components that installed by Vida Network certified professionals.
2 Such as Dashboard, Digital Display service, auto provisioning service, and API middleware server,
3 Problem Resolution Support: Need help? Vida Network's technical support team is there to back you up. If you require assistance with installation, have configuration questions, or need some help troubleshooting, then give us a call. Or open a case from the Vida Network customer support portal. In either case Vida Network will work with you to make your communication solution a success.
4 Discounts available for those SIP devices purchased from Vida Network
5 Support requests that are not covered by the Supported Services, such as customization project, installation, or escalated bug fixes. The regular rate will be charged without the commercial support contract.
The terms of subscriptions are governed by the formal VidaTeam agreement and the vCloud Support Agreement. Please contact us to discuss your requirements.
Please refer to the agreement for the full legal details of your Support. In the event that this page and the formal agreement disagree over a point, the VidaTeam and the vCloud Support Agreement takes precedence.