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Customer Service

What does the Customer Service consist of?

The VZOR® Customer Service provides attention, monitoring and solutions to incidents, requirements, access requests or any change management through the assignment of cases reported by customers that affect the VZOR Suite 360® platform.

 

Aspects such as development, implementation, administration, training or any other request that is not related to anomalies in the operation of the monitoring platform or its associated components are not directly covered. Any query described above will be analyzed and referred to the corresponding area within VZOR®.

How does it work?
How does it work?
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There are several ways to contact us!

Service Desk

Our clients will have access to our Service Desk, which they can use once the Help Desk Account Creation procedure has been completed.

Once inside the portal, they will be able to select the corresponding form, which will generate a ticket according to the needs of the requirement.

Contact Center

We will always be attentive to your comments, needs and requests. Through our Contact Portal our clients and future clients can write to us to know their requirements and needs, responding as soon as possible.

Go to Service Desk
Go to Contact Center

There are several ways to contact us!

Service Desk

Our clients will have access to our Service Desk, which they can use once the Help Desk Account Creation procedure has been completed.

Once inside the portal, they will be able to select the corresponding form, which will generate a ticket according to the needs of the requirement.

Go to Service Desk

Contact Center

We will always be attentive to your comments, needs and requests. Through our Contact Portal our clients and future clients can write to us to know their requirements and needs, responding as soon as possible.

Go to Contact Center

Support Levels

VZOR® offers the following Service Level Agreement (SLA), to provide support at level 2 and level 3, during the term of the contract.

The service provided by our company is detailed below, separated by the different levels of support.

Level 1

Self-remediation
(Automated NOC)

Self-remediation

With the fully robotic Monitoring Center (NOC) with alarms, phone calls, emails, SMS, messages via Telegram, Microsoft Teams or any service that uses the WenHook protocol to resolution groups, both during business hours and outside of this (On Call Process).

Automated escalations as well as the generation and delivery of reports.

Self-remediation of the most frequent incidents in the operation, this through the automated execution of scripts or work rounds predefined by the client's engineers or with the support of VZOR personnel.

These work a rounds can be executed both on a scheduled basis, as well as when there are changes in the status of all the monitoring implemented in VZOR® Suite 360º®.

Level 2

Support and Operations
Engineers

Team of Senior IT Engineers

Experts in monitoring and administration of VZOR® solutions. Delivering support to the VZOR® Suite 360º® monitoring system, which considers:

  • Incorporation, modification and elimination of monitoring.
  • Custom Dashboards and Reports design.
  • Creation, modification and deletion of users.
  • Creation, modification and deletion of Resolver Groups
  • Creation of Views and groups according to the definition of Services (Services Catalog)

    In all cases corresponding to the scope of the contracted service.

    • Level 3

    Products
    Factory

    Developer Team

    Experts in the VZOR® Suite 360º® product and its different modules, providing support to the system and case-by-case evaluation of requested improvements, considering:

  • Control of detected failures
  • Delivery of updates and upgrades during the period

    • Response time

    These service levels are made up of the time elapsed from the generation of a ticket until the support staff makes contact with the customer.

    Accordingly, the following contact times are agreed upon for handling incidents, requirements, access requests or change management, both during working and non-working hours, according to the following priorities:

    High Priority

    Business Hours SLA 2 hours
    Non-business Hours SLA 4 hours
    Processes Incidents

    Medium Priority

    Business Hours SLA 4 hours
    Non-business Hours SLA 6 hours
    Processes Incidents

    Low Priorirty

    Business Hours SLA24 hours
    Non-business Hours SLA48 hours
    ProcessesRequirements, changes, access

    *These times are presented as an example, but it is possible that they vary depending on the contract of each client.

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