Questions and Answers
About product support
How can I open a call with iVirtua support? The process of opening calls with iVirtua can be done in several ways:
What are the support hours? Support is provided during business hours, from 8:30 a.m. to 12:00 p.m. and from 1:30 p.m. to 6:00 p.m. (Brasilia time), except on national holidays. Customers who have the 24/7 contract, receive full service.
How many calls can I open monthly with support? The number of calls is limited to 6 (six) queries per month, called categorized as Product Issues (BUGs) are not counted. Check your support agreement for more information on the number of so-called months.
What is the classification of so-called support? iVirtua classifies calls as follows:
- Doubt: It is based on operational doubts of Trauma Zer0;
- Incident: Calls that deal with situations of system interruption or failed execution of an activity. They can be handled through a parameterization or instruction of the correct way to use the product;
- Bug: Category that deals with a problem (defect), generating the need for a correction of the product to be made available to the client.
How does iVirtua handle the support service SLA? The iVirtua SLA is based on business hours, based on that, a call opens at 5pm will only count 1-hour SLA and the rest will be counted from 8:30 am the next day.
How long does it take to activate the license? The total period for receiving instructions to release your access to Trauma Zer0 is a maximum of 2 business days after confirmation of payment. In the meantime, we will contact you via email and will tell you how to proceed with the activation.
Do I need to have a valid support agreement to receive support? Yes, technical support is only provided to customers who have their current contracts for service.
What is the difference between the basic and 24/7 support contract? Customers who opt for the basic contract have the limit of 6 so-called (non-cumulative) doubts, and exclusive service only during business hours from 8:30 a.m. to 1 p.m. and 1:30 p.m. to 6:00 p.m., Monday through Friday, except on national holidays. Customers who opt for 24/7 support contract have unlimited call opening 24 hours a day, 7 days a week, no interruptions on national holidays, and preferred remote attendance.
I ran my monthly calls; how do I get an extra packet of calls? For the purchase of a package containing 6 more doubts calls it is necessary to contact our sales team through the following contacts:
Can I exchange my basic support plan for 24/7 support after a certain period? Yes, just contact the iVirtua commercial and request the migration through the following contacts:
What kind of service do I have access to if I do not have the current support contract? If you are a customer who has purchased Trauma Zer0 licenses (SOFTWARE USE LICENSE PURCHASE), you have access to the customer area, and you can use the online manual to answer your questions. Customers who purchased the license rental model at the end of the contract no longer have access to licenses and customer area.