VedaPointe Support Policy v1B (2022-05-20) VP Updates
Last Updated: May 20, 2022
VedaPointe Support Policy
This VedaPointe Support Policy describes the technical support that is made available by VedaPointe Solutions, LLC (“VedaPointe”) to an eligible subscriber (“Subscriber”) under a corresponding Order. This policy is provided under and subject to the VedaPointe Platform Terms of Service (“TOS”). Capitalized terms used but not defined in this policy have the meaning ascribed to them in the TOS.
Scope of Support. During the term of technical support under a corresponding Order, Subscriber may contact VedaPointe with questions and troubleshooting related to use and operation of the Platform and any VedaPointe Apps licensed under the Order, as well as for remote diagnosis and priority resolution of any bugs, errors or other problems encountered using the Platform or VedaPointe Apps.
Contacting Technical Support. Support queries may be submitted using VedaPointe’s support email or by telephone using the contact information in the table below. When a Subscriber submits an issue via the support email address, a ticket is created automatically in the VedaPointe support tracking system. Subscriber must appoint at least one (1) and no more than five (5) individuals competent in use of the Platform to place technical support queries.
Email [email protected] Telephone 314.282.7119
Standard Support Hours. VedaPointe’s standard support hours are Monday through Friday from 8:00 a.m. to 5:00 p.m. U.S. Central Time, excluding observed holidays.
Emergency Support. Subscriber may contact VedaPointe 24 x 7 x 365 for Severity Level 1 support issues; provided, however, a support ticket must be opened for requests outside of standard business hours by sending an email to the VedaPointe support email identified above.
Classification of Issues. When contacting VedaPointe for technical support, Subscriber should assign an initial severity based on the severity level classifications listed below and should provide a detailed description of the issue or support request. The initial assignment of severity may be raised or lowered by VedaPointe, in its reasonable discretion, based on the information provided by Subscriber and/or subsequent diagnosis or remediation efforts, including the availability of a work‐around pending final resolution.