About Haivision Support
Technical Support Overview
Definitions
- P1 (Critical): This is the priority given to a case when a Haivision solution is down or there is a critical impact to the End User’s business operation. End User and Haivision both will commit resources to resolve the situation. Does not apply to staging, demo, or UAT environments.
- P2 (High): This is the priority given to a case for all issues where the Haivision solution is operational, but the End User experiences significant reduction in functionality. Does not apply to staging, demo, or UAT environments.
- P3 (Standard): This is the priority given to a case for all issues which are not defined as Critical or High. This includes general inquiries, feature requests, software upgrade assistance, etc. This does not include installation or configuration assistance (see below).
Support Availability
- P1 & P2 Cases: 24/7
- P3 Cases: Business hours, Customer Local Time*
Severity / First Response Time
- P1: within 30 Minutes
- P2: within 1 hour
- P3: within 2 hours
NOTE: First response does not guarantee an L2/L3 support engagement.
Support Channels
- Phone
- Portal
- Live Chat
NOTE: Customers must contact Haivision via telephone to open all P1 and P2 tickets to ensure the fastest response.
Support Ticket Creation and Management
Haivision Support Portal: https://support.haivision.com/s/create-case
Haivision Support Telephone: 1 (877) 224-5445
- Partners can open, view, and manage all support tickets within the Haivision Support Portal.
- When opening a ticket, please include any relevant serial numbers and the current software version if known. List any troubleshooting you may have done prior to logging the ticket, and upload any log files.
*For P1/P2 cases, Partner must contact Haivision via telephone to open all P1 and P2 cases to ensure the fastest response.
For Emergencies and 24/7 Support, please contact us by telephone (Premium or 24/7 Support ONLY):
- North America: 1.877.224.5445, Menu Selection #2
- International: +1.514.334.5445, Menu Selection #2
Support Escalations
To escalate an existing ticket or report a P1 issue, please contact your Technical Relationship Manager.
Best Practices
- Become familiar with the Haivision Support Portal before the need to log a support ticket arises.
If you need assistance with getting access to the Haivision Support Portal, please contact us at
1 (877) 224-5445 or by email at customersuccess@Haivision.com
- Use the Haivision Support Portal for all communication related to a ticket whenever possible.
- Please be as descriptive as possible when logging tickets in both the “Subject” and “Description” fields.
Adding descriptive information in these fields may allow the support agent to get started immediately with troubleshooting without having to contact you for basic information. Add any relevant serial numbers and the current software version if known. List any troubleshooting steps you may have performed prior to logging the ticket, and upload any log files.
- One ticket, one issue.
Please keep issues separate when logging a ticket unless they are related to each other. This is useful if the issue needs to be revisited in the future.
- Leverage the Community and Knowledge Articles.
As we continue to populate the knowledge base in the Haivision Support Portal you may find answers to your questions there. Please take a moment to search for relevant articles as there may be a quick answer to your problem.
- Keep your Haivision products up to date with the current software releases.
We continuously release new software versions, and it is important to keep your system up to date. The latest software versions can be found in the Haivision Support Portal. Partners covered by Pro Support can schedule upgrade assistance by opening a ticket in the support portal.
Configuration & Ordering Information
To obtain a quote please contact your integrator or Haivision Sales Director directly, or send an email to sales@haivision.com.