Standard Support Service Level Objectives

Vector Solutions strives to provide the highest level of service to all of our clients.  The Client Support Team serves as the primary first-level technical support group, the liaison between other Technical Support areas, and the escalation contact for urgent issues.  Please see the information outlined below in regard to what you can expect from us.

Ways to contact Support

Support is provided instantly via Chat and a Toll Free Telephone Number during business hours of 8 am – 6 pm EST, Monday through Friday, excluding established national and Vector Solutions holidays or other office closures.  For urgent and time sensitive issues, we recommend that you call our Support Team directly. For non-critical items, you can contact the Support Team via Email or by creating a Ticket from within our Help Center.

• Live Chat can be accessed from the Help Center: https://help.redvector.com/.
• Help Center Tickets are also submitted from the Help Center: https://help.redvector.com/.
• Support Email Address: clientsupport@redvector.com
• Toll Free Telephone Number: 877.546.1212

Standard Support Process for Email and Help Center Submissions

Once an email or a Help Center Ticket is submitted, you will receive a confirmation email with your case number.  You can use this case number as a reference if you need to contact the support team regarding your issue.

Support Response Time

Upon submitting an issue via Email or Help Center Ticket, you will receive a personal response from a Client Support Representative within 6 business hours.  We do our best to resolve each issue within 6 business hours, however, some issues will need to be escalated to our Technical Support Team and/or our Development Teams for resolution.  In those cases, the Support Team will notify you that your issue has been escalated and will provide an estimate on when you can expect your issue to be resolved. Resolution Time can vary based on impact, urgency, size/scope/complexity, and available workarounds.

Software Availability

Vector Solutions will use commercially reasonable efforts to provide service availability at 99.90% or more in each month, excluding problems with Clients network, Internet connection or private network connection which prevents you from reaching the site, previously scheduled maintenance, urgent “hot fix” installations, problems connecting to the Service due to 3rd party software installed on Client’s network or PC, the period of time during which disaster recovery is in effect, and any circumstances beyond Vector Solutions’ reasonable control.

These Support Service Level Objectives may be updated from time to time in Vector Solutions’ discretion and we work towards continuously enhancing our level of service to all of our clients.