Vodori's support and guidance does not stop when you launch. Whether you need to talk about your contract, make configuration changes, or get help, the Vodori team is on your side. Use the table below to determine the best channel based on the support you need.
| Category | Examples | Point of Contact | Channel(s) |
|---|---|---|---|
| Basic product questions | User has a question such as "How do I update reviewers on a job in progress?" or "How can I change my vote?" | Self-Service | Help Center |
| Advanced product questions and requests for service | User has a question not covered by self-service content or needs assistance transferring the Content Owner on a batch of content | Support Team |
|
| Product bugs/issues | User is seeing an unexpected error message, having issues loading a job, or a feature is not working as expected | ||
| Incident |
An unplanned interruption to or loss of Vodori services You believe your login credentials have been compromised or your system has been subject to a breach |
||
| Integration or Connector bugs/issues | An issue with a Vodori integration or installed Connector | ||
| Integration or Connector management | Change request related to an integration or installed Connector | Support Team |
Email support@vodori.com or use Configuration Change Request form
|
| Configuration management | Customer is seeking clarification on customer-specific configuration or would like to submit a change request related to the configuration of the Vodori system or Pepper Folio | ||
| SSO maintenance | Changes to SSO provider, maintenance like periodic secret updates | Support Team | Email support@vodori.com |
| Account management | Purchase additional user licenses, discuss changing tiers or purchasing additional products, general contract/invoicing inquiries | Account Manager |
Email dedicated Account Manager or Customer Success Manager
For customers without a dedicated CSM, email csm@vodori.com |
| Customer success management | Schedule a training session, discuss renewal, discuss a new use case or need, discuss performance metrics, discuss upgrade | CSM |
Support Escalation Matrix (Tiered Support Model)
To ensure timely, efficient, and accountable resolution of customer inquiries, Vodori uses a tiered escalation matrix that clearly defines roles, responsibilities, and escalation criteria at each support level.
Live chat can be accessed by clicking the chat bubble in the lower right corner of the page in Vodori or the Help Center.
| Tier | Primary Responsibility | Typical Issues / Escalation Criteria | Role & Responsibility |
|---|---|---|---|
| Tier 1 – Frontline Support | First contact; basic support and initial troubleshooting | Common questions, usage guidance, basic errors, access issues | - Provide initial assistance via Chat/Email/Portal - Validate customer context and reproduce simple issues - Resolve or escalate with clear notes |
| Tier 2 – Technical Specialist Support | Intermediate issue resolution with deeper product expertise | Complex product behavior, repeat issues, configuration concerns | - Investigate and resolve issues not addressable at Tier 1 - Perform deeper diagnostics, leverage internal knowledge base - Coordinate with internal product/support teams |
| Tier 3 – Expert / Engineering Support | Advanced technical resolution and root-cause analysis | Unresolved bugs, platform anomalies, integration failures | - Engage for high-complexity issues requiring code, system, or architecture review - Provide fixes, workarounds, or escalate to development/engineering leadership - Support post-resolution review and documentation |
| (Optional) Tier 4 – Executive / Strategic Escalation | Policy, contractual, or executive-level decisions | High-impact business or contractual concerns | - Provide executive oversight and decision authority - Coordinate cross-functional response as needed |
Service Level Agreements
A response from the Support Team is based on request priority:
- Business is halted: 4 hours
- Business is slowed down: 1 business day*
- Business is operating: 7 business days*
*Chicago (USA) and London (England) business hours
Configuration change SLAs are based on complexity. Once requirements are approved, most configuration changes are made within 3 to 10 business days.
For CSM inquiries, your CSM will provide a response within 48 US business hours. Service times vary by request.
Comments
0 comments
Article is closed for comments.