VIDLO support team working round the clock to provide support to their customers. Support mechanism works in three different layers. If 1st line support unable handle the situation with in 24hrs, 2nd line support team will attend to the problem, which will followed by 3rd level support team. In general 90% of the problem can be solved with the help of 1st line support members, which can be considered as minor issues.
1st Line Support
Basic support level, operational level staff members or administrators can login to the VIDLO web site and post system generated error reports, print screens or any type of information, which will help VIDLO support team to solve. This will trigger both VIDLO local office and VIDLO head office. If VIDLO local office members can sort-out the problem they can clear error log, if not problem will pass it off to second line support.
2nd Line Support
If 1st line support team unable to respond or unable to solve it, international VIDLO team will guide locally based professionals or they will attend the situation.
3rd Line Support
3rd line support require in rare situations like hardware infrastructure change, organization policy change, which involves configuration level changes and developer level changes. to solve these issues VIDLO team will create customized patches. Periodical version releases is also handled by 3rd line support team.
Apart from that VIDLO R&D team works around the clock to increase efficiency of the system, and team will release patches, inform and provided guidance to execute them on site. If it’s necessary VIDLO local or internal professionals help with executing patches.
If you have any quires regarding VIDLO support, please send them to firstname.lastname@example.org