Virtalis customer support services help you to make the most out of your investment in our technology. We aim to address your needs quickly and professionally, either by directly assisting in a support capacity, or by putting you in contact with the most appropriate Virtalis team member who can help you.
As part of your ongoing support and maintenance contract, you receive the following benefits:
Support staff are usually available during normal business hours (8am - 5pm).
You can contact us via email at firstname.lastname@example.org or by phone. If you need to contact us outside of normal business hours we recommend that you use the support email address and someone will follow up on your case as soon as possible.
When you contact us, the support agent will work with you to establish the severity of your case
When you contact us for support, we require as much information as possible in order to provide the most effective service. This includes
We do our best to address all customer support cases effectively and meet your expectations of our service. This table describes the different categories that a support case can fall into and provides details of what you can expect from us. When your case falls outside of the scope of the respective category, we also suggest additional services that can provide you with the assistance you need.
Scope of Support
Additional Services / Requirements
"How do I?"
Support aims to assist with answers to general questions around product usage and best practices, and where appropriate provide references to tutorials, guides, and other supporting documentation.
Questions involving significant focused assistance or full-scale enterprise roll-outs require professional services
Support aims to assist with information about features, best practices, and where necessary can facilitate submission of feature requests to R&D.
Questions involving significant assistance to a level that can be considered training require a training package
Support aims to assist with triage and qualification of issues, identifying severity, providing workarounds where possible and submitting the issues to R&D for fix in future releases
Support aims to assist with triage and qualification of issues, providing information about best practices and data optimisation, and where issues are identified and reproducible, submitting to R&D. We are unable to directly assist with data optimisation in third party products such as CAD packages.
Support aims to assist with clear information or corrections to documentation where necessary.
Support aims to assist with clarification to expected behaviour of scene events and associated API functions, small scripts that display an issue, as well as general best-practice suggestions for using the scene events system. We are unable to debug or fix issues in large complex scenes which are not authored by Virtalis, which includes scripts interacting with other customer systems and infrastructure.
Assistance with writing complex scripts for integrating Virtalis software with customer systems can be obtained by professional services
Custom plugins / integrations
Support aims to assist with clarification to expected behaviour of application plugins using our plugin APIs, as well as suggest best-practice approaches to their development. We are unable to debug or fix entire plugins or assist heavily in their creation.
Assistance with writing application plugins can be obtained by professional services
If requested, your Sales representative or Customer Success Manager would be happy to arrange a product roadmap discussion with our Product Manager
We are unable to provide direct product training
Please contact your sales representative to enquire about training packages
Support tickets can be marked as "Resolved" when they reach an acceptable outcome. We have defined the acceptable outcomes for each category in the table below.