After Hours Support Instructions

Owned by barry sexton (Unlicensed)
Nov 08, 2018

AirVM 24/7 Support Service
AirVM is pleased to provide customers with 24/7 emergency support for situations which require immediate AirVM intervention. A 3rd party call desk is in place to take your call and coordinate access to full-time, AirVM support staff assigned to an after-hours support rotation. The staffing for this service includes a prime AirVM support contact for every rotation period and four secondary support resources in an alternate contact list. The AirVM support staff also have on-demand access to designated second and third level AirVM R&D/DevOPs staff. 
 
When contacted by an AirVM customer, the after-hours desk will ask the caller to determine the urgency of the situation.
  

  • If they are told the situation is not urgent, basic contact and issue information is recorded and an email is delivered to the support@hyalto.com inbox for handling as a priority the next working day.


  • If they are told the situation is urgent or critical, the after-hours desk with initiate both phone and email communication with the prime AirVM contact.  Should the after-hours support desk have trouble reaching the prime contact, they then attempt to contact all of the 4 secondary contacts in rotation until there is an acknowledgment of ownership and assignment of the issue to an AirVM support person.

 
The AirVM support staff will contact the customer immediately and attempt to diagnose and resolve the issue.  Once the issue has been diagnosed, a course of action will be determined to either:
 

  • Apply changes which can de-escalate issue allowing the customer to resume operations
  • Apply a fix or change which completely resolves the issue
  • Roll back a release to the last functioning version of Hyalto

 
To reach us in after-hours situations, the support desk numbers are:
 

  • +1 (613) 693-0083 (Americas)
  • 1-877-552-4786 (Toll free – US and Canada)
  • +44 (0) 870 471 5732 (EMEA)

 
 
Lastly, to review AirVM's complete SLA, please go to https://www.hyalto.com/policies/