Vound understands the importance of customer support and offers several options designed to meet your needs:
Technical support and your Maintenance Agreement
Technical support is available at no charge to all eligible product users. Eligible product users are:
- Users who are in the first year of their software license or are users who have purchased additional year(s) of support (maintenance agreement - MA).
- Users who are using the current release of their product. It is important to use the current version as it contains all the new features, and any issues reported in older versions have been fixed. Only the current and the previous version are supported.
- Users who have their product installed on a computer that meets the minimum recommended hardware and software specifications listed in the current version of the User Manual.
Eligible users can use technical support (via our ticketing system on the support portal), to submit a support ticket for a technical issue which they have with the software. Technical issues may include issues where the software is not working properly. Note that usage questions or workflows are not included in technical support. See the options below for queries about setup and usage (e.g. Extended support, Vound forum, Vound training).
Eligible users also have access to new versions of the products which are released. Only the two most recent major releases are backed by support. To determine which versions you are authorized to use, please visit the download portal at https://www.vound-software.com/software-downloads.
The most effective and efficient way to receive standard support is through the Vound Support Portal at: https://support.vound-software.com/. Simply log on to the portal and submit a support ticket. Please provide the requested information and a full description of the issue. Screenshots are useful as they help us to identify and resolve the issue quickly. If you don't have a support account, you can create one using the link at the bottom of the page. An alternative method to contact support is to send an email directly to support@vound-software.com.
Vound support is provided 7 days a week. A support technician will review your query, and they will respond to you within 24 hours. Note that this timing may be delayed on weekends and public holidays.
Please see the link below for more details on what is included, and what is not included, and other limitations in technical support under your maintenance agreement.
Extended Support and Consulting Services
Extended Support is defined as detailing or explaining how to achieve set tasks with our products. Support on general usage of our products or their features is not covered by Technical Support or your MA. General usage ('how to') support is available by purchasing an Extended Support Contract (ESC) and via our training courses. To purchase an ESC, please contact info@vound-software.com.
Vound is a software development company and does not engage in consulting. That said, we do have a 3rd party partner who specializes in training and consulting. More information is available in our consulting document here: https://drive.google.com/file/d/158_z2fTgmyzxTHpkY_NmBr8zqiOv85Xu/view?usp=sharing
Vound Forum
The Vound Forum is a valuable resource for users of our products. The Forum is available at no cost for all current product users; however, registration is required to gain access to the forum. https://community.vound-software.com/
Examples of what you will find on the Forum pages:
- Instructions on configuring your Intella/Intella Investigator/Intella Connect/W4 installations and cases.
- Tips and tricks for using Intella, Intella Investigator, Intella Connect, and W4.
- Dialogue with other product users. This is useful for sharing workflows for specific tasks.
Please note that the Forum is not an official support medium. This means that posting to the Forum does not guarantee you will get a response from the Vound support team or the other members of the group. If you have a technical issue with any of our products, you should report this issue in a support ticket.
Certified training courses
Vound offers several paid training courses for its product. These courses are designed to expand your effectiveness and results when using our products. It is recommended that all users take the foundation training course in their product as a minimum. This will ensure that they are using the product correctly. More information about why training is important and regarding the different training options which are available can be found at these links: