📄️ Are systems monitored user activity logged
There are more than 50 distinct events where VIDIZMO logs a user’s activity. This includes basic operations from login and logout to advanced operations like someone changing account settings. VIDIZMO also provides a convenient way to look through the logs by applying filters.
📄️ Are you able provide quarterly reports service calls
Yes, this option is available depending on the support contract.
📄️ Can application installed as nonrootadmin
No, the application must be installed under a user that has administrative-level privileges. Virtual machines running VIDIZMO applications require administrative rights for installation, management and maintenance. System administrator rights are required for VIDIZMO database.
📄️ Can customers have maintenancesupport option
Yes, customers have an option to choose support plans as per their preferences and requirements.
📄️ Do you have remote diagnostic capabilities
VIDIZMO reports all errors and logs to a centralized location for the support team to monitor and proactively provide support or address any upcoming issues.
📄️ Do you require remote access diagnostics
Generally no, yet remote access may be required depending upon the level of maintenance to be performed by support team. VIDIZMO receives enough logs to provide support in 99% of scenarios.
📄️ Does VIDIZMO contain selfmonitoring diagnostics features
Yes, VIDIZMO has built in audit and error logs, and it can further connect with Microsoft Systems Center.
📄️ Does VIDIZMO offer 24 hours 7 days support
Yes, we also provide global customer service 24/7.
📄️ What response time standards handling support security issues
All VIDIZMO support plans adopt a tiered support approach to provide support to its customers.
📄️ What timeframe for your response
Yes, all support features are determined based on the support contract or service level agreement (SLA), depending on the customer's support needs or requirements. We are capable of providing support for any timeframes, from a few minutes to a couple of days, depending on the terms of the service agreement. The same applies to any notifications regarding critical errors.
📄️ What type training VIDIZMO offers client
The training methods are Onsite training, Online Training, Video Tutorials, and Helpdesk. VIDIZMO provides customers staff with the necessary training needed to effectively use VIDIZMO products and to address any questions or concerns they may have. Training is typically conducted over the web using collaboration tools like Lync, WebEx, or GoToMeeting, however, onsite/ on-premises classroom style training is also available as an option.
📄️ What your SLA Service Level Agreement
We offer 99.9% SLA with our customers for our shared hosting service. Higher SLA options are available for dedicated hosting options. Maintenance is performed during off peak hours on weekends. For a major upgrade, downtime is normally not more than 10-15 minutes. For minor upgrades, there is 0-5 minutes downtime. Enhanced, tailored SLA are available when using customer’s Microsoft Azure Cloud or VIDIZMO’s dedicated cloud.
📄️ Will VIDIZMO provide dedicated support team
Yes, this option is available depending on the customized support contract/SLA.