What types of Attachments are Supported?
.gif, .jpeg, .jpg, .mov, .mp4, .pdf, .png, .txt, .heic, .oga, .ogg, .dng, .csv, and .xlsx files.
Can I add additional users to a support case?
Once a case has been submitted by the user in the portal, a client can cc additional users onto the email, all users will get copied on any additional replies via email for the case, but only the initial submitter will see the replies in the HelpDesk portal.
What are the SLA's for Tickets submitted through the HelpDesk?
The below SLA's are for response times and resolutions for tickets that are sent through to the VideoAmp HelpDesk.
Note: these are estimates on the maximum amount of time a request could take but actual time may vary based on client specific SLA's or servicing agreements.
Priority | Definition | Time to Resolution | Time to First Response |
Normal |
| Within 3 weeks | Within 3 business days |
Major | Major functionality of the solution or data is impacted. | Within 2 weeks | Within 2 business days |
Critical | Solution or data is unusable. | Within 1 week | Within 1 business day |