Contacting Supports

How do I contact VMukti Support?

VMukti Customer Support and VMukti support wiki will help you with any installation and configuration questions you might have. If you experience any problems, please contact us via email This e-mail address is being protected from spambots, you need JavaScript enabled to view it

What is the Support Portal?

The VMukti Support Portal is a collection of resources to help you maximize your experiences with VMukti software.

Support Portal includes:
    •    Submit or View a Case
Technical support questions, sales quote requests, project discussions, etc. All your communication with the VMukti Team takes place here. See these instructions for submitting cases.

    •    Access VMukti University
Getting started with VMukti Suite is easy. Work through a self-paced training curriculum or sign up for an upcoming instructor-led training session.

    •    Discuss in the Forums
Ask questions, post answers. Interact with the VMukti Community around a variety of topics. You can participate also in http://sourceforge.net/forum/forum.php?forum_id=549711 to discuss any topic.

    •    Find Answers in the Wiki
Review frequently asked questions, find out common troubleshooting steps, and learn how to extend VMukti. Maintained by the VMukti Community, the VMukti Wiki is your resource for support and developer documentation.

    •    View Documentation and User Guide
View online user and administrator documentation for all VMukti products.

    •    Download Purchased Software Now
Download the software packages included in your VMukti subscription. Software installation packages, latest updates, documentation, hot fixes and more.

What is a support case?

A support case is how you communicate with the VMukti Support team. Other common industry terms for a support case are "trouble tickets," "support requests" or "trouble reports". Each support case is automatically assigned a unique number and allows VMukti to track all communications around the reported issue.

A support case usually encompasses one issue or request for help. If you have multiple issues or requests, we ask that you submit a separate case for each issue.

How quickly will I get a response to my support case?

Initial response times to a support case will vary based on
o    Priority level of your case
o    Your support level

Based on those criteria, VMukti Customer Support will provide an initial response to your submitted cases within the targets detailed below.

                     VMukti Network       Standard Support       Extended Support       Premium Support
Priority 1    8 business hours       4 business hours        2 business hours       1 hour (24x7x365)
Priority 2    Next business day    Next business day      4 business hours       2 business hours
Priority 3    2 business days        2 business days          Next business day     4 business hours

When do I submit a support case versus a bug report?

When in doubt, submit a support case instead of a bug report. VMukti support representatives can determine if your support case should result in a bug report, and will gladly file a bug report on your behalf when appropriate.

If you have a question about installing, configuring, or using VMukti, and you have already reviewed the documentation, VMukti University, and the VMukti Wiki, then you should submit a support case.

If you need technical assistance with installing, configuring, or using VMukti, and you have already reviewed the documentation, VMukti University, and the VMukti Wiki, then you should submit a support case

If you have identified a problem with VMukti that is consistently reproducible, and is not specific to your environment or data, then you should submit a bug report, mentioning the Type field of "Defect."

If you want to log a feature request, you should submit a bug report, mentioning the Type field of "Feature."