If you have any questions regarding the Vivi solution, please check out the Vivi Support Hub at https://support.vivi.io/
The Support Hub provides a lot of useful guides and information, as well as links to log a support ticket.
...
| Table of Contents |
|---|
| Info |
|---|
Please refer to our Incident Management Process for our full guide on how we support you! |
Vivi only accepts Incidents through two channel:
Tickets which are logged through Vivi Central under the Support section in the left menu.
Phone calls to our contact centre (details of numbers below).
Raising an Incident outside of these channels can result in limitations of structure or prioritisation. This means that a high-priority incident may be not be attended to immediately. We encourage all customers to make contact direct to the Support Team through these channels.
| Note |
|---|
Please do not email our service desk directly or use the Atlassian ticketing portal to raise an Incident. |
Service Level Agreements
Raise a Support Ticket
Our service desk is powered through Atlassian’s Jira Service Desk and an account will be automatically created for you as an IT admin through Vivi Central when you raise an Incident. When a response is added, an email will be sent to your email address which you can simply reply to, to communicate with our support staff.
| Info |
|---|
It’s important that the email you use in Vivi Central is the same as the email you are responding to the ticket with. Failure in doing so can result in your response not being captured on the Incident and not being responded to by our Support Engineers. |
| Note |
|---|
Whilst rare, please check your junk/spam folder to ensure that your mail filtering hasn’t marked emails from our system as spam. Alternatively, you can whitelist jira@vivi.atlassian.net to avoid any issues. |
Calling Support
You can contact Vivi on the phone via the below numbers, we do ask that you try and have the same information ready as you would should you be raising a ticket.
APAC: +61 1300 920 555
Americas: +1 800 265 1560
EMEA: +44 (0) 800 014 8997