Trust Centre
Support & Availability
Last updated August 2026 · v1.4 · Changelog
A7.1 Service Availability
Target uptime
99.5%
monthly
| Target uptime | 99.5% monthly (excluding scheduled maintenance) |
|---|---|
| Planned maintenance | Notified in advance; scheduled outside core UK business hours where possible |
| Incident communication | Email notification to subscriber account contact |
| Status | Available via trust.vixio.com · contact support@vixio.com |
A7.2 Support Tiers
| Severity | Definition | Response target |
|---|---|---|
| P1 · Critical | Platform entirely unavailable | Within 4 business hours |
| P2 · High | Major feature unavailable or severely degraded | Within 1 business day |
| P3 · Medium | Feature degraded but workaround available | Within 3 business days |
| P4 · Low | General enquiry or minor issue | Within 5 business days |
Support contact: support@vixio.com
A7.3 Escalation
Unresolved issues should be escalated to your named account manager or to info@vixio.com. Enterprise subscribers have a dedicated customer success contact.
A7.4 Training
Vixio offers onboarding and platform training for subscribers, including remote and on-site sessions at Vixio's discretion. Contact your account manager to arrange.