DMARC FOR ALL
Valimail Support
Valimail provides general technical assistance and support to Authorized Users.
BASIC
Included with Valimail Enforce
ENHANCED
PREMIER
Valimail Support Portal Ability to submit and review support tickets and access knowledge base articles.
Web form
Email support
Video call support
Phone support
2x onboarding calls
5x onboarding calls
Working hours/days
Business Hours – M-F
6am-6pm PT
Excluding holidays
Business Hours – M-F
6am-6pm PT
24/7/365
*For P1 incidents
Incident response time – P1: Urgent
24 Business Hours
1 Business Hour
1 Hour
Incident response time – P2: High/Medium
24 Business Hours
6 Business Hours
4 Hours
Incident response time – P3: Low
24 Business Hours
24 Business Hours
24 Hours
Customer Responsibilities. In order to successfully provide the aforementioned Service Support, Customer is responsible for the following: (i) modifying or delegating the DNS records, or modifying other necessary settings, as outlined in the relevant Documentation, and for also restoring those records or settings to their original state at the end of the Subscription Term; (ii) assign a technical representative with the authority to approve or deny sending services; (iii) address SAML/SSO functionality prior to engaging Service Support, via Documentation or technical support; and (iii) Cooperate with Valimail for the replacement of sending services that cannot be aligned.
Valimail may close support tickets if they are outside the scope of the Support Services or if multiple attempts to contact the Customer with regard to a support ticket have gone unanswered. If a support ticket is closed due to lack of response, Customer may request that it be reopened. If, during the support inquiry process, the support issue either warrants assignment of a higher severity level than currently assigned or no longer warrants the severity level currently assigned to the issue based on its current impact on the operation, then Valimail will upgrade or downgrade the severity level of the issue according to the severity level that most appropriately reflects the issue’s current impact. The support packages apply to Customer, only if Customer is a current paying subscriber of the applicable Support Services.
Incident Priority Definition
Priority | Definition |
---|---|
Urgent | The Valimail platform is completely or partially down |
High | Any critical condition which prevents the use of core Valimail platform functionality |
Medium | Any minor problem or error which can easily circumvent or avoid with minimal effort |
Low | General question or feedback regarding Valimail products |