How to get help from vis|ability

vis|ability is delivered through a network of trusted partners who know your environment, your configuration, and your operational requirements. Because of this, your first line of support (Level 1) is always the partner who sold and implemented your vis|ability system.

If an issue cannot be resolved at that level, your partner or your organization can escalate to vis|ability / Activu (Level 2) for deeper technical investigation and advanced troubleshooting.

This tiered model helps ensure:

• Faster response from a team familiar with your deployment
• Clear escalation paths for complex or urgent issues
• Consistent, high-quality support for mission‑critical operations

Your partner is your primary contact for day‑to‑day questions, “how‑to” support, and initial troubleshooting.  They understand your system design, integrations, and operating procedures, and are best positioned to diagnose common issues quickly.

Typical Level 1 Support topics include:

• Basic usage questions (e.g., “How do I create or modify a Space?”)
• User access and permissions questions
• Configuration changes to layouts, sources, or displays
• Issues following recent changes or upgrades performed by the partner
• Initial triage of error messages or unexpected behavior
• Questions about hardware, network, or AV components supplied by the partner

How to contact Level 1 (Partner) Support

Please reach out to your vis|ability partner using the contact details provided in your project documentation or support agreement.  If you are unsure who the partner is, feel free to contact us directly and we will guide you.

• Phone: [Partner Support Phone]
• Email: [Partner Support Email]
• Web portal or ticketing system: [Partner Support Portal URL]

If your partner determines that an issue requires deeper investigation—or if your organization has an agreement to contact us directly for advanced support—cases can be escalated to Level 2 Support.

Level 2 support focuses on issues that go beyond front‑line troubleshooting.

Typical Level 2 Support topics include:

• Suspected software defects or bugs in the vis|ability platform
• Complex integration issues with third‑party systems (IT, cyber, SCADA, EMS, etc.)
• System performance, reliability, or stability problems
• Advanced configuration or deployment questions (e.g., clustering, redundancy, security hardening)
• Assistance with log analysis and in‑depth diagnostics
• Guidance during critical incidents where vis|ability behavior is a contributing factor

How to escalate to Level 2 Support

In most cases, your partner will:

1. Perform initial triage and troubleshooting.
2. Collect relevant logs, screenshots, and a description of the issue and impact.
3. Open a ticket with the vis|ability / Activu support team on your behalf.

Depending on your support agreement, your organization may also be able to contact us directly:

• Support Portal: [vis|ability Support Portal URL]
• Email: [vis|ability Support Email]
• Phone: [vis|ability Support Phone]

When escalating an issue, please provide:

• Your organization name and site/location
• Partner name (if applicable)
• vis|ability version and major components involved
• A clear description of the problem and its impact on operations
• Steps to reproduce (if known) and any recent changes to the system

Our standard support hours are designed to align with the needs of mission‑critical operations while providing clear expectations for response and escalation.

Standard Support Hours (Level 1 – Partner)
Exact hours may vary by partner and region. As a guideline, most partners provide support during:

• Days: [Partner Support Days, e.g., Monday–Friday]
• Hours: [Partner Support Times, e.g., 08:00–17:00]
• Time Zone: [Partner Time Zone]

Please refer to your partner’s specific support agreement or Service Level Agreement (SLA) for their official hours and response commitments.

Standard Support Hours (Level 2 – vis|ability / Activu)

• Days: [vis|ability Support Days, e.g., Monday–Friday]
• Hours: [vis|ability Support Times, e.g., 08:00–18:00]
• Time Zone: [vis|ability Time Zone, e.g., Eastern Time (ET)]

During standard hours, cases are acknowledged and prioritized based on severity and operational impact.

We recognize that many vis|ability deployments support 24/7 operations where downtime is not acceptable. For critical issues occurring outside of standard hours, after‑hours or emergency support may be available depending on your support agreement.

Typical options include:

• After‑hours hotline: [After-hours Support Phone or Hotline]
• On‑call escalation through partner: [After-hours escalation process via partner]
• Priority incident process for Severity 1 issues: [Definition of Sev 1 and escalation steps]

Please review your contract or SLA for the specific after‑hours and emergency procedures that apply to your organization, or contact your partner for details.

• Start with Level 1 (Partner) Support for everyday questions, configuration help, and initial troubleshooting.
• Escalate to Level 2 (vis|ability / Activu) when issues are complex, impact system stability, or appear related to the vis|ability software itself.
• Check the Hours of Operation and After‑Hours options defined in your support agreement to understand how to get help during critical events.

If you are ever unsure where to begin, contact your vis|ability partner first—they will guide you to the right level of support and coordinate with the vis|ability / Activu team as needed.