VLC Solutions
Customer Support
"Approach Us, Get Your Answers"
Hear from us through the following:
Email: ecommerce(at)vlcsolutions(dot)com
Call Us: +1 (224) 955-1818
Gravity of Urgency Scale:
| Gravity | Urgent | High | Medium | Low |
|---|---|---|---|---|
| Reaction timespan | 2 hours | 4 hours | 8 hours | 12 hours |
Coverage:
| Way | Coverage |
|---|---|
| Monday to Friday 8:00 AM CST to 5:00 PM CST | |
| Phone | Monday to Friday 8:00 AM CST to 5:00 PM CST |
| Emergency (Email or Phone Call) | 24/7/365 |
Definitions:
1. Gravity of Urgency Scale: The actual levels of urgency definition are at the sole discretion of VLC Solutions
Urgent: For concerns leading to a total data loss, influencing the workflow of all users, or causing total inoperability of all systems.
High: Vital functions or productivity issues in non-urgent matters .
Medium: Slightly impacted functions which are partially non-urgent and influencing a restricted number of users.
Low: Simple and general questions surrounding system operations, documentation, etc.
2. Reaction Timespan: This refers to the time within which VLC Solutions shall respond or react to your query. It does not imply the timespan within which the discrepancy shall be solved.
Existing support contracts which differ from this policy will be honored until their expiration.
Why VLC Solutions for Customer Support?
