Help Desk
Cntents Hw t get in cntact with VIA supprt... 3 Checking the service status... 3 Supprt pening times... 4 Respnse Times... 4 Supprt ticket hierarchy... 5 Wh can raise supprt tickets?... 6
Hw t get in cntact with VIA supprt Knwledge Base Please raise all new supprt tickets thrugh ur Knwledge Base, fund here: http://supprt.jinvia.cm We recmmend yu search the Knwledge Base fr the answer t yur questin befre raising a ticket. Phne If the issue is Pririty 1 r f an urgent nature, we wuld always recmmend calling ur supprt desk. Our glbal supprt team can be reached n: +44 (0) 20 7871 2880 (Optin 2) Instant Message We are always trying t prmte the use f ur hsted Skype fr Business service and encurage the use f IM as a means f quick cmmunicatin hwever IM shuld nt be used as a means f directly raising tickets. Checking the service status Befre raising any supprt ticket that is highlighting a service issue r an issue that falls int pririty 1, please check ur service status page as we may already be aware f the issue. Our time is best spent reslving the issue rather than respnding t emails and phne calls abut the issue. If the issue yu are raising is nt already listed n the service status page, please cntact VIA supprt immediately and make us aware f the issue. We recmmend bkmarking this page s yu are able t easily return shuld yu have any issues.
Supprt pening times We will respnd t pririty 2 and 3 supprt tickets between 08:00 and 18:00 (UK lcal time) Mnday Friday (excluding UK public hlidays). We mnitr ur infrastructure 24/7/365 and aim t reslve issues ASAP any time f day r night. Outside f the abve times, please call us n either f the abve numbers if yu are having an issue with the system that falls int a pririty 1 categry. Befre raising a pririty 1 ticket, please check ur service status page as we may already be aware f the issue and ur time wuld be best spent reslving the issue ASAP. Respnse Times Pririty 1 30 minute respnse. Pririty 2 4 hur respnse. Pririty 3 8 hur respnse. A respnse is cnstituted as any email/phne call frm VIA in relatin t the ticket that has been raised. Respnse times are carried frward t the next business day (I.e. if a ticket is raised 6pm UK lcal time, the respnse is nt expected until 12pm the next business day fr a pririty 2 case). A respnse time is nt an indicatin f a timescale t a reslutin r fix t the issue. The times are given as a guide and d nt guarantee a respnse frm VIA.
Supprt ticket hierarchy Pririty 1 This is the highest pririty ticket, please infrm us f these issues 24/7/365 if we have nt updated ur service status page within 5 minutes f the event ccurring. Please call us immediately and infrm us f the issue. Ensure yu take reasnable steps t ensure yu have diagnsed the issue lcally and ensure yu d nt have a prblem with yur lcal netwrk r internet cnnectin befre raising a ticket. Examples f pririty 1 cases: Mre than 1 Skype fr Business client has been unable t sign in fr ver 2 minutes. Mre than 1 Skype fr Business client has nt been able t make r receive PSTN calls fr ver 2 minutes. Mre than 1 Skype fr Business client is having issues sending/receiving IM s, calls (whether PSTN r peer-t-peer) r jining/initiating cnferences fr ver 2 minutes. Pririty 1 cases have a 30 minute respnse time in business hurs. Hwever, this respnse time may increase if the issue yu are raising is affecting the service as a whle ur engineers will be fcussing their effrts n reslving the prblem rather than respnding t custmer tickets. Pririty 2 A lwer pririty case that is affecting the service f n mre than 1 Skype fr Business client r phne. Examples f pririty 2 cases: N mre than 1 Skype fr Business client will nt sign in fr ver 2 minutes and reasnable endeavurs have been made t ensure this is nt a lcal issue (I.e. internet cnnectin r netwrk issue) N mre than 1 Skype fr Business client cannt make/receive IM s, calls r jin/initiate a cnference fr ver 2 minutes. Call Quality issues affecting mre than 1 user. Pririty 2 cases have a 4 hur respnse time during business hurs. Respnse times are carried frward t the next business day. Pririty 3 This is the lwest pririty case that is nt service affecting Examples f pririty 3 cases: Name changes. Call Quality issues affecting n mre than 1 user. Outlk integratin errrs. Pririty 3 cases have an 8 hur respnse time during business hurs. Respnse times are carried frward t the next business day. VIA are respnsible fr grading cases with a pririty. If yu believe a case shuld have a higher pririty than the assigned pririty, please speak t the escalatin engineer.
Wh can raise supprt tickets? Anyne frm a reseller r custmer with a direct supprt relatinship with VIA. Yu d nt need t be registered with ur supprt desk t raise a ticket. As lng as yu are raising a ticket in relatin t a VIA custmer (direct r via a reseller), we will respnd t yur request. Any end user that purchases a Skype fr Business client license thrugh a reseller des nt have access t the VIA supprt desk. First and secnd line supprt shuld be handled by the reseller f the prduct.