Viya Customer Service — Expert Operational Guide

Overview and Purpose

Viya customer service is the operational backbone that ensures product uptime, customer satisfaction, and measurable business outcomes. In practice this means a documented support model, an integrated ticketing and monitoring stack, and a continuous-improvement cadence that reduces mean time to repair (MTTR) and increases Net Promoter Score (NPS). For enterprise deployments we aim for measurable targets: MTTR under 4 hours for Sev-1 incidents and a customer satisfaction (CSAT) score above 4.2/5 across the first 12 months.

This guide is written for operations managers, support directors, and technical account teams responsible for Viya support operations. It covers a pragmatic SLA matrix, escalation process, incident runbooks, staffing and cost models, reporting cadence, and example contact templates you can implement in 30–90 days.

Support Model and SLAs

A clear, tiered support model reduces ambiguity and accelerates resolution. A recommended baseline SLA for Viya support uses four severities: Sev-1 (service down), Sev-2 (major feature impaired), Sev-3 (partial impairment), Sev-4 (informational). For contract conversations, propose response and resolution targets like those below to set expectations.

• Sev-1: Initial response within 30 minutes, on-site or remote remediation plan within 1 hour, target resolution 4–8 hours.
• Sev-2: Initial response within 2 hours, workaround within 8–24 hours, full resolution within 3 business days.
• Sev-3: Initial response within 1 business day, resolution within 5–10 business days depending on complexity.
• Sev-4: Initial response within 3 business days, tracked in backlog for product roadmap consideration.

Pricing for support tiers should reflect operational cost and service level. Typical market ranges (2023–2025 reference) are: Basic support $3,500–$8,000 per year; Business/Enhanced $18,000–$45,000 per year; Premium/24×7 technical account management $75,000–$250,000+ per year depending on seat count and custom SLAs. Always align pricing to guaranteed response/resolution metrics and included hours for consulting.

Tiered Escalation and Contact Channels

Design a single-pane-of-glass contact flow: self-service portal -> email/ticket -> phone -> named Technical Account Manager (TAM) -> executive escalation. Practical setups use a cloud ticketing system (examples: ServiceNow, Jira Service Desk) integrated with monitoring alerts and a 24×7 phone bridge that auto-creates tickets. A recommended phone template is a dedicated hotline: +1-800-555-0199 (24×7) with automated IVR routing; a backup SMS short-code for critical alerts is also advisable.

Document the escalation matrix with names, roles, and contact details. Example escalation ladder: Level 1 Support (24×7) -> Level 2 Engineering (business hours + on-call) -> Level 3 Product Engineering (SLA-driven on-call) -> Customer Success Director (escalation within 2 hours for unresolved Sev-1 after initial remediation). Maintain a published escalation PDF and a web page at https://support.your-viya-domain.example for customers.

Incident Management and Runbooks

Operational runbooks are the most leverageable asset for reducing MTTR. For each common failure mode (database connectivity, authentication errors, model-serving latency, container orchestration failures) create a 1–2 page runbook: symptoms, initial diagnostics (commands or dashboard views), short-term remediation (steps to restore service), permanent fix strategy, and rollback plan. Keep each runbook under 12 steps to promote use under stress.

Implement automated diagnostic collectors triggered at ticket creation: collect logs (last 2 hours), health-check outputs, configuration snapshots, and a sanitized core dump when appropriate. Aim to reduce time-to-evidence gathering to under 15 minutes for Sev-1. Use structured ticket templates that require the customer to provide system ID, version (e.g., Viya 4.0.1+), and recent change window to triage faster.

Metrics, Reporting, and Continuous Improvement

Track a compact set of KPIs weekly and monthly: Number of incidents by severity, MTTR by severity, first-contact resolution rate, CSAT, NPS, and backlog age. Benchmarks to aim for within the first 12 months: CSAT ≥ 4.2/5, first-contact resolution ≥ 68%, and backlog >30 days reduced by 50% quarter over quarter. Produce a monthly executive dashboard and a weekly operational report with the top 5 recurring root causes.

Run quarterly post-incident reviews (PIRs) for all Sev-1 and Sev-2 incidents. Each PIR should produce 1–3 concrete actions with owners and due dates, and track closure in the ticketing system. Use trend analysis to identify if >20% of incidents stem from the same subsystem; if so, schedule a focused reliability engineering project with a 60–90 day remediation plan and allocated budget.

Operational Checklist and Staffing

• Staffing: 24×7 L1 coverage (minimum 3 FTEs on rotation), L2 engineers (2–4 designated), 1 TAM per 15–25 large customers; on-call rotation no more than 1 in 6 for senior engineers.
• Monitoring: Full-stack observability (metrics, logs, traces) with alert thresholds to avoid alert fatigue — target ≤3 actionable alerts per hour across the fleet.
• Documentation: Customer-facing KB with 150–300 articles, internal runbook library with 40–80 runbooks for common incidents.

Plan hiring and outsourcing to balance cost and coverage. Outsourcing offshore L1 can reduce operational cost by 20–40%, but keep L2/L3 in-region or within time zone overlap for complex troubleshooting and customer communication quality.

Onboarding, Training and Example Contact Information

Onboarding should be a 30–60 day program that includes a technical setup call, two hands-on training sessions (each 2 hours), and a tailored run-through of the customer’s worst-case outage scenario. Charge one-time onboarding fees to cover specialist time; market averages range from $3,000 to $25,000 depending on scale. Provide a printed support playbook to the customer with local support hours and escalation contacts.

Example contact templates for embedding into your customer portal (replace with your organization’s real values): Support portal: https://support.your-viya-domain.example, 24×7 hotline +1-800-555-0199, Email: [email protected], TAM emergency: +1-340-777-0000. Physical support office (regional example): Viya Support Center, 100 Service Way, Charlotte Amalie, VI 00802 (use your real corporate address for legal notices).

Who is the owner of Viya?

Vikram Goyal, interior designer and founder of Viya …

What is the phone number for Vai Net?

New Sales : 01-5970644

Support :	9801046410
Toll Free (NTC) :	16600188444
Inside Valley and Banepa :	01-5970444
Bagmati (Outside Valley) and Gandaki :	01-5970457
Province 1 and Madhesh Pradesh :	01-5970459

Who is the old CEO of Sky?

Sir David Jeremy Darroch (born 18 July 1962) is a British business executive who was the chief executive of Sky from December 2007 until becoming executive chairman in January 2021.

How much is Viya internet?

Internet Providers in St John, VI

Provider	Plans Starting At	Connections
Hughesnet	$39.99/mo Prices may vary depending on the plan	Satellite
Viya	$79.95/mo Prices may vary depending on the plan	Cable, Fiber
Starlink	$50/mo Prices may vary depending on the plan	Satellite

Who is the CEO of Viya?

Siobhan James-Alexander

What is the viya customer service number?

The Best Gig in Town. Lower speed plans for qualified customers, call 340-777-8492 or visit a Viya store for more information if you qualify. Existing customers get these speeds automatically at no extra charge. If you are not getting the speeds and call the customer service number 340 777 8492.