2. Introduction to VDURA Customer Support

2.1 Our Mission

The mission of VDURA Customer Support is to achieve a world-class level of customer satisfaction and loyalty through technical excellence, communication, and responsiveness.

The VDURA Customer Support team supports all VDURA hardware and software, as well as third-party OEM hardware and software. We provide both direct support and back-end support for our service partners located globally. Support is provided for all products under warranty, as well as products covered by one of our service programs.

2.2 Global Service Locations

VDURA maintains three major technical offices in the United States: Milpitas, CA; Pittsburgh, PA; and Niwot, CO, as well as a logistics depot in San Jose, CA. Our Service Team has Technical Support Engineers (TSEs) located in Pittsburgh, which allows them to be co-located with our software development teams. TSEs have direct access to VDURA lab equipment, allowing us to get “hands-on” with specific hardware and software revisions as needed.

VDURA Customer Service operates 365x24x7 and leverages our global customer relationship management database to ensure a smooth and professional case hand-off between TSEs.

VDURA also operates European logistics depots that service replacement parts in Basildon, UK for British customers and Veldhoven, Netherlands for all other European customers.

2.3 Hours of Operation

VDURA Customer Service operates 365x24x7. Customers and partners are encouraged to use the VDURA Support Portal (support.VDURA.com) to engage the customer service team as their primary means of communication. This ensures all Service Request (SR) and Return Material Authorization (RMA) updates are properly documented and routed. As a secondary method, VDURA provides world-wide toll-free telephone access should customers need to speak to a TSE immediately.

Customers who have purchased service through a VDURA-authorized support partner should contact them for all initial product support inquiries. All VDURA-authorized support partners have been trained to support VDURA products and are authorized to engage VDURA Customer Service on behalf of customers.