VIA Support Contacts <<<IT ONLY>>>
We are contactable on any of the following numbers:
03333442464
+442078712880 (International)
Emails:
support@joinvia.com
We will respond to priority 2 and 3 support tickets between 08:00 and 18:00 (UK local time) Monday – Friday (excluding UK public holidays).
We monitor our infrastructure 24/7/365 and aim to resolve issues ASAP any time of day or night. Outside of the above times, please call us on either of the above numbers if you are having an issue with the system that falls into a priority 1 category.
Before raising a priority 1 ticket, please check our service status page as we may already be aware of the issue and our time would be best spent resolving the issue ASAP.
Ticket Hierarchy
Priority 1 – This is the highest priority ticket, please inform us of these issues 24/7/365 if we have not updated our service status page within 5 minutes of the event occurring. Please call us immediately and inform us of the issue.
Ensure you take reasonable steps to ensure you have diagnosed the issue locally and ensure you do not have a problem with your local network or internet connection before raising a ticket.
Examples of priority 1 cases:
- More than 1 Skype for Business client has been unable to sign in for over 2 minutes.
- More than 1 Skype for Business client has not been able to make or receive PSTN calls for over 2 minutes.
- More than 1 Skype for Business client is having issues sending/receiving IM’s, calls (whether PSTN or peer-to-peer) or joining/initiating conferences for over 2 minutes.
Priority 1 cases have a 30 minute response time in business hours. However, this response time may increase if the issue you are raising is affecting the service as a whole – our engineers will be focussing their efforts on resolving the problem rather than responding to customer tickets.
Priority 2 – A lower priority case that is affecting the service of no more than 1 Skype for Business client or phone.
Examples of priority 2 cases:
- No more than 1 Skype for Business client will not sign in for over 2 minutes and reasonable endeavours have been made to ensure this is not a local issue (I.e. internet connection or network issue)
- No more than 1 Skype for Business client cannot make/receive IM’s, calls or join/initiate a conference for over 2 minutes.
- Call Quality issues affecting more than 1 user.
Priority 2 cases have a 4 hour response time during business hours. Response times are carried forward to the next business day.
Priority 3 – This is the lowest priority case that is not service affecting
Examples of priority 3 cases:
- Name changes.
- Call Quality issues affecting no more than 1 user.
- Outlook integration errors.
Priority 3 cases have an 8 hour response time during business hours. Response times are carried forward to the next business day.
VIA are responsible for grading cases with a priority. If you believe a case should have a higher priority than the assigned priority, please speak to the escalation engineer.
Response Times
Priority 1 – 30 minute response.
Priority 2 – 4 hour response.
Priority 3 – 8 hour response.
A response is constituted as any email/phone call from VIA in relation to the ticket that has been raised.
Response times are carried forward to the next business day (I.e. if a ticket is raised 6pm UK local time, the response is not expected until 12pm the next business day for a priority 2 case).
A response time is not an indication of a timescale to a resolution or fix to the issue.
The times are given as a guide and do not guarantee a response from VIA.