VT AIR Support (Per-Incident)
VT AIR Support from the VT AIR Manufacturer.
We offer expertise and assistance with installation, configuration and customization of your VT AIR systems.
Monday – Friday during our office hours (9:00 – 17:00)
Response Time: 24 Hours
Device-dependent and linked to the DeviceID of your VT AIR
Valid: 12 month after purchase date
Payment: in advance
No documentation is included.
All settings are carried out via remote.
The service does not include work at the customer site.
When buying this service product, the buyer has to make sure that all the infrastructure requirements are met
to enable the proper support service.
We support you with all aspects of VT AIR, like
- Firewall Rules
- Routing policy per Gateway or per rules for multiple WANs
- Load balancing
- IPV6, NAT, BGP
- Captive portal with MAC filtering, RADIUS support, etc
- VPN: IPsec, OpenVPN
- and many more
VT AIR Support Guide
1. Scope of support and communication channels
1.1 Scope of support
Support is available 8 hours a day, 5 days a week, Monday to Friday from 9:00 a.m. to 5:00 p.m., during office hours, excluding public holidays. Support is offered in English or German.
Voleatech technical support will respond, respond and respond to problems (called “incidents”) submitted by customers or partners and related to the installation, management and operation of the products in accordance with the response times, escalation procedures and status updates set out in this document solve this. These include:
- Answer common questions not covered in the documentation
- Resolving problems that result from the products not working as described in the documentation
- Help and guidance on threat detection
- Help and guidance regarding advanced policy configuration and filter optimization
The following tasks are not part of the support:
- Hardware failure during the warranty period
- Sales or quotation questions
- Complete setup / configuration of VT AIR software
- Support documentation
1.2 Communication methods
Voleatech technical support responds to incidents using one or a combination of the following communication methods:
- Email (support (at) voleatech.de)
- Web form: via the VT AIR portal (https://portal.voleatech.de)
- NO phone support
1.3 Online support case management and reporting portal
The Voleatech Online Support Portal offers the following functions:
View, open, close, and manage VT AIR Support cases
- The system displays the latest support notifications, notices, and articles
- Create groups that allow teams within the organization to view incidents for other members and take action
1.4 Remote Assistance Support
- To speed up the diagnosis and resolution of incidents, Voleatech technical support can request remote access to the affected system. If remote access to the affected system is not available, the elapsed time to resolve incidents can be increased. During remote access sessions, the technical support technician may also request access to items such as diagnostic logs to aid in the investigation.
- Remote access is only carried out with the express permission of the customer or partner and is subject to the supervision and instruction of the customer or partner.
- Voleatech’s technical support only uses industry-recognized tools such as SSH (Secure Shell), HTTPS or TeamViewer to enable remote access to the affected system.
1.5 Support requirements
The technical support of Voleatech supports the latest and the previous VT AIR version (refers to minor releases). All other versions are only supported after best effort. An update is strongly recommended in order to guarantee smooth support.
All settings are carried out remotely.
The offer does not include any work at the customer’s site.
When concluding the contract, the customer undertakes to meet all infrastructure requirements for the
to provide correct execution of the work.
2. Incident Severity Levels
So that the technical support of Voleatech can effectively prioritize incidents, Voleatech customers or partners should classify a severity level for each incident submitted according to the levels listed in section 2.1.
2.1 Definition of severity levels
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Critical
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Hoch
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Medium
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Low
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An issue related to a licensed product that results in the complete loss of a mission-critical service in a live or production environment.
Work cannot continue at all or there is a critical impact on business operations.
There is no acceptable workaround for the problem.
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A high severity is assigned to an incident that causes a significant service outage and no workaround is available.
The problem is detrimental to business, but operations can continue to a limited extent or alternatively be routed.
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A medium severity is assigned to an incident that causes little or no loss in service. The impact is an inconvenience that does not interfere with the operation or business.
All incidents triggered by email are initially assigned the medium severity, with the exception of those with low severity, as defined in the next column.
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A low severity rating is assigned to a question about the operation of a VT AIR product or to a proposed change to a product or to the product’s documentation.
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2.2 Severity Level Assignment
All incidents submitted by a customer or partner will be assigned a severity level at the discretion of Voleatech technical support. Taking into account the level requested in accordance with Section 2.1 and the information provided by the customer or partner regarding the incident.
In the event that the customer or partner of the submitted incident does not provide a requested severity level, Voleatech technical support will assign the incident a severity level of “Medium” or “Low” as described in Section 2.1 above.
2.3 Multiple support incidents
In the event that an incident resolves multiple separate issues, Voleatech technical support will break each issue down into independent incidents and classify these incidents according to the severity levels described in Section 2.1.
2.4 Severity Reassignment
Customers or partners who encounter a problem with the products that is identical to a previously submitted and resolved incident must submit a new incident in order to be registered. The repetition of the incident is prioritized again according to the severity levels described in Section 2.1. If a submitted incident with the products worsens, customers or partners can request that this incident be reclassified with a higher severity level.
3. Service level targets
3.1 definition
Response
Voleatech technical support responds to every incident submitted by customers or partners with confirmation that the incident has been registered, assigned a severity level and assigned to a Voleatech technical support technician.
Status updates
Voleatech technical support will provide updates to the Incident Status to customers or partners at regular intervals (see Section 3.2 below) to ensure that customers or partners are kept informed of the progress made in resolving each incident.
resolution
An incident is considered resolved if one of the following cases has occurred:
- The first question asked has been answered
- A solution has been provided to the problem initially reported
- A workaround has been provided for the originally reported problem, with a solution to be provided in a future update
- The problem should be fixed in a future update. The customers or partners have agreed to wait for such an update to be released and the issue does not require an interim workaround
3.2 Target Service Level Response Times
Voleatech technical support endeavors to handle all submitted incidents according to the target service times for the respective severity, as shown in Table 1 below.
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Severity Level
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Target Response Time
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Target Status Update Time
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Critical
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Within 4 hours
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Every working day or as individually agreed
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High
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Within 8 hours
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Every working day or as individually agreed
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Medium
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Within 24 hours
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Every working day or as individually agreed
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Low
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Within 24 hours
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Every working day or as individually agreed
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