Support
QVD Support is largely geared toward our licenced customers. While we are more than happy to attend to bug submissions and wishlist requests from our Community users, QVD Commercial Edition and QVD Cloud Edition customers can expect high-quality commercial grade support provided directly by the QVD Team and backed by Qindel.
Telephone Support
Currently we provide a 24*7 telephone support line facilitated by Qindel Group, based in Madrid in Spain. License-holders may call this number at any time to open a support ticket:
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Important |
+34 63 7825 553 |
If you call this number, please have your license number available before you call. Please note that the support consultant who takes your call will log your ticket within the QVD Support database, but may not be able to solve your issue directly. You will be contacted shortly afterward by a qualified technical support consultant.
Email Support
You can also email our support desk directly by emailing:
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Important |
support@theqvd.com |
In order for us to properly process your email, your license number should appear at the beginning of the Subject line of your email. Please provide a brief summary of the problem, and contact details in order for our technical support engineers to be able to contact you.
Web Support
All of our support tickets are entered into our Request Tracker software and tickets are monitored and managed by QVD Support Engineers. If you want to submit a ticket directly into the system yourself, you can visit our online customer portal at:
IMPORTANT:[,,2]https://support.theqvd.com/
You will need to login with the username and password that you were allocated when you purchased your licenses.
Support Process
QVD is committed to resolving customer problems efficiently. Regardless of the mechanism that you use to report a ticket, the following basic procedure is followed:
- You ticket is created within our support system and is accessible to all Technical Support representatives.
- The Technical Support team evaluates your ticket and checks its severity level in order to assign case priority.
- A Technical Support representative will contact you to provide initial troubleshooting support and to log technical details that may assist an engineer in resolving the issue.
- The ticket is escalated to the engineering department, and the ticket is assigned to a dedicated engineer. The engineer will contact you directly to provide an estimated time to resolution and to begin work on the ticket.
Support Ticket Categorization
QVD Support tickets are categorized according to their severity. This will help to determine response time and allow the QVD team to prioritize workload efficiently. When submitting a ticket, you should indicate the severity level which you think best applies to your case. Note, that if you indicate an inappropriate severity level, this will be re-prioritized by our engineers and may delay the process.
The following severity levels have been defined:
| Severity Level | Description |
|---|---|
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P1
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Critical Error
Errors in the QVD code that are causing a complete failure of performance within the overall solution, or a failure that is likely to result in data loss. Tickets posted with this severity level assume that the situation does not allow the conduct of normal business operations and there is no existing procedure to solve the problem.
In order for the support team to be able to troubleshoot and resolve issues at this severity level, you will need dedicated resources available to work with the support team to resolve the problem during your office hours.
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P2
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Serious Error
The software is functional, but its behaviour is seriously impacting normal business operations. Usually in these cases, a workaround can be implemented in order to continue servicing desktops, but an official fix is required.
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P3
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Minor Functionality Error
A problem within the software that does not seriously affect business operations, but that relates to the non-proper functioning of a particular component or behavior. Usually tickets in this category have a functioning workaround and do not affect end-users from making use of the service. Tickets for systems that are in use within a production environment are given higher priority.
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P4
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General Usability Error
Tickets in this category relate to issues with the general usability of the software, or reports of documentation errors. Usually there is very low or no impact on business operations as a result of the issue.
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P5
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Customization and Ad Hoc Requests
Ad-hoc requests, regarding the performance or customization of the product for a particular customer.
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Response Times
Response times are determined based on severity level.
| Severity Level | Initial Response Time | Case Assignment |
|---|---|---|
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P1
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1 hour
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4 hours
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P2
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4 hours
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8 hours
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P3
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Next Business Day
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2-3 Days
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P4
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2 Business Days
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Within 1 week
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P5
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Next Business Day
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N/A
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