Support Plans
Choose your level of support
Vircom’s Silver, Gold and PlatinumPlus™ support services give you options to meet your specific business needs.
Which support service is right for you?
| Silver | Our world-class service available during regular business hours, and access to an emergency line for urgent requests. |
| Gold | Silver support, plus 24/7 support and guaranteed call-back for emergency “system down” requests. |
| PlatinumPlus™ | An unprecedented level of support that includes advanced system management tools, remote monitoring of your system, and much more. |
Download the PlatinumPlus data sheet. (PDF 1.40 MB)
Whichever plan you choose, our support team is staffed by a live, in-house team of certified network and security engineers. They’re just as happy to help you with your firewall configuration or database setup as they are with any question you may have on the Modus technology.
What if something goes wrong after-hours and you’re not on the 24/7 plan?
Depending on our agreement with you, we either jump in and set it right, or notify you with clear information to do it on your own. But don’t worry – if you call us after-hours with an emergency and you’re not subscribed to the 24/7 support plan, rest assured that we’ll still take the call. We’ll fix your problem and then handle the logistics later.
Support Plan Details
| MEMBERSHIP BENEFITS | SILVER |
GOLD |
PLATINUMPLUS |
| Coverage | 1 year | 1 year | 1 year |
| Support Team | |||
Access to support team based in North America |
|||
Worldwide coverage |
|||
| Tools and resources | |||
Total configuration audit at initial installation |
|||
Online daily backup |
|||
Email system monitoring |
|||
Telephone support availability: | |||
- Normal business hours, business days |
|||
- 24x7x365 |
|||
Email support |
|||
Online access to Knowledge Base |
Web-based | Web-based | Web-based |
| Proactive communications | |||
Email system performance weekly reports |
|||
Resolution tracking reports |
|||
Notifications: |
|||
- Telephone notifications for critical alerts |
|||
- Email notification |
|||
Customer mailing list |
|||
Beta program opportunities |
|||
| Updates | |||
Spam |
every 5 minutes | ||
Anti-Virus |
every 15 minutes | ||
