Team Vodlix has prepared a step by step user manual to provide easy understanding of our admin area. In the user guide, we have explained all modules and each task with minor details to provide our users a user friendly interface to our system.
A link to our user guide is mentioned here:
https://docs.vodlix.com/user-manual/admin-area
Ticket submission is the primary source of support at our end because our support team representatives check the tickets continuously and respond with the required actions according to the nature of the issue.
You can open your client area and submit a ticket there. The link to our client area is listed here:
Once the ticket is submitted, our support team will review the issue and forward it to the tech team to fix the issue for the client. On tech team feedback, the support team actively communicates with clients to keep them updated about the proceedings of the technical team.
Note : Your Client Login Details will be provided by your Account Manger
Send Mail To Support Department Head:
In case your support ticket is not being responded to due to any reason, you can directly send an email to our support team head and he will assist you right away in the best possible way.
Email: support@vodlix.com
We also offer call support over the phone to assist our clients, based on the intensity/severity of the issue. If you think the above-mentioned support Tiers are not for you, you can call us right away.
We also assign a Dedicated Account Manager & Direct Phone Number is provided
Receive support from streaming experts. At Vodlix , we believe that when our customers succeed, so do we. Our premium support plans offer various levels of service so you can get the help you need, when you need it.
Not only that we provide technical support related to vodlix, a team of Experts are also available for Consultation to help you take your business to next level.
| 严重性 | 定义 | 初始响应时间 |
|---|---|---|
| 关键 | 核心功能不工作，如用户无法登录，视频不播放，支付不通过等。必须是一个核心功能，没有它，应用程序是（和可用的）但不可用的。在大多数情况下，可以清楚地识别它是否是一个关键问题。 | 1小时 |
| 高 | 场景如CMS功能不工作，视频编码问题，视频上传问题等，属于此类。请求需要及时处理，因为非工作功能可能会导致严重中断或对业务产生负面影响。 | 4小时 |
| 中等 | 问题导致对正常业务操作的最小或无中断（无业务影响）。问题主要涉及“如何”问题。UI问题和类似问题可以被视为低优先级。 | 8小时 |
| 低 | 问题导致对正常业务操作的最小或无中断（无业务影响）。问题主要涉及“如何”问题。UI问题和类似问题可以被视为低优先级。 | 1天 |