Support

If you need help with a Videotec product or have questions about our services, use the template below to provide consistent information when opening a support ticket.

Support Contact

  • Support email: hello@videotec.io
  • Support portal: (optional) https://support.videotec.io
  • Phone (emergencies): +1-555-555-5555
  • Support hours: Mon–Fri, 09:00–17:00 (local time)

How to Submit a Ticket

Send an email to the support address or open a ticket in the portal. Please include the following information to help us diagnose the issue quickly:

  • Product / agent name
  • Tenant / environment (e.g., organization.onmicrosoft.com)
  • Steps to reproduce (minimum reproducible example)
  • Expected behavior vs actual behavior
  • Screenshots, logs, or error messages
  • Timestamp (with timezone) of the incident
  • Any recent changes or deployments

Priority & Response SLA

  • P0 - Production down / data loss: Response within 1 hour, continuous support until resolution.
  • P1 - Major functionality impacted: Response within 4 business hours, regular updates until resolved.
  • P2 - Partial impact / workarounds available: Response within 1 business day.
  • P3 - General questions / feature requests: Response within 2 business days.

Escalation

If you need to escalate, reply to the support thread and include ESCALATE in the subject line. For urgent escalations, contact the emergency phone number above.

Information We May Request

  • Tenant IDs and example content (please anonymize sensitive data where possible)
  • A support account or temporary access for investigation (follow our consent/least-privilege guidance)

Privacy & Data Handling

We treat all customer data according to our Privacy Policy. When you share logs or screenshots, please avoid including unnecessary personal data. For details, see the Privacy Policy.

Submit via Email (Example Template)

Subject: [SUPPORT] {Product} - {Short description}

Body:

Product: Videotec {agent}
Tenant: contoso.onmicrosoft.com
Priority: P1
Steps: 1) ... 2) ...
Attachments: screenshot.png

Embed a Support Form (Optional)

If you use a third-party ticketing portal (Zendesk, Freshdesk, etc.) you can embed a form here. Example mailto fallback: