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 | |||
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 |