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SUPPORT

Our customers’ success is our #1 priority. With that, we will ensure that you receive the best support along your transformational journey powered by VIA AIOps.

Support Tickets and Related Discussions

For the most efficient response, please login to  help.vitria.com to create a Support Ticket or update an existing case.

Additional Contact Methods

Customer Support Hotline: 

+1 (972) 943-4705

Ticket Severity Definitions and Response Times

SEVERITY

DESCRIPTION

RESOLUTION

Severity One (1)
Urgent

Critical Issue that severely impacts the use of the Product.

The Product:
• is down or unavailable;
• can’t be accessed or logged into;
• crashes when restarted; or
• isn’t processing alerts or situations data (or the incoming data is corrupted or lost)

Vitria will provide a Workaround or Restoration within 4 hours from the Initial Response Time.

Vitria will continue to work with the End User until the Issue is Resolved.

Severity Two (2)
High

An Issue (reproducible) is impacting the major functionality, or is degrading significantly the performance, of the Product, but where alerts and situations data are still being processed.

Product is operational but its performance is highly degraded causing major impact on the use of the Product where no reasonable Work-around is immediately available.

Vitria shall provide a reasonable Work-around, if available, within 16 hours from the Initial Response Time.

If no reasonable Work-around is available, Vitria will continue to work with the End User until the Issue is Resolved.

Severity Three (3)
Normal

A non-critical functionality failure described as intermittent or cannot be reproduced consistently, causing medium to-low impact on the use of the Product.

Product is operational but certain Product feature or function is defective causing moderate to nominal adverse impact on the use of the Product.

Vitria will continue to work with the End User until the Issue is Resolved

Severity Four (4)
Low

An enhancement request, question, or irritant

No direct system impact on the use of the Product.

Issues may be addressed in future

Product releases.

Any feedback on the quality of our support services is welcome and can be sent directly to us via email at support@vitria.com.