Get an Account Manager on-demand and avail relentless support via Phone, Email, Chat, and our Ticketing System 24x7x365. Available to Muvi Black, Ultimate, and Enterprise customers, our VIP support services are known for their personalized guidance and impeccable crisis management.
Muvi offers a high degree of SLA, depending on the plan you select. For example, Muvi Enterprise plan comes with a 99.99% Uptime Guarantee and an Initial Response Time for any ticket is 30 minutes. This is the fastest you can get in any industry and for a product!
|Initial Response Time||1 Hour||4 Hours||8 Hours||1 Day|
|Ticketing System||Unlimited tickets||Unlimited tickets||Unlimited tickets||Unlimited tickets|
|Dedicated Account Manager|
|Meetings (phone/online per week)||Upto 1 hour||Upto 5 hours|
|Monthly Training on New Features|
|Consulting & Proactive Guidance|
|Severity||Definition||Initial Response Time|
|Critical||Core functionality not working such as user can’t log in, the video doesn’t play at all, payment doesn’t go through and likewise. It must be a core functionality, without which the application is up ( and available) but unusable. In most of the cases, it will be clearly identifiable, if it’s a critical issue or not.||1 Hour|
|High||The scenarios such as CMS feature not working, Video encoding issue, FTP issue, Video upload issue and likewise, will fall under this category. The request requires timely processing, as the non-working functionality could cause serious interruptions or negatively impact the business.||4 Hours|
|Medium||The problem causes interruptions in normal operations, but doesn’t have an impact on the operation of a production system. Email notification not working, or Language translation not working and likewise will be of this issue category.||8 Hours|
|Low||The issue results in minimal or no interruptions to normal business operations (no business impact). The issue consists of "how to" issues primarily. UI issues and likewise can be considered as a low priority.||1 Day|