What does managed VICIdial support cover?
Managed VICIdial support covers the server and the VICIdial install underneath your call center, while the way you run the floor stays with you.
That split matters, because most "VICIdial is broken" reports turn out to belong clearly to one side or the other. Here is where the line sits on VICIfast.
| VICIfast handles | You still own |
|---|---|
| Your own server, a dedicated VPS or dedicated-core server, ready in under 40 seconds | Picking a plan size that fits your agent count and dialing mode |
| VICIdial installed and secured, behind a branded HTTPS address | Campaigns, lists, scripts, statuses and lead recycling |
| Patching, the firewall and the SSL certificate | Agent logins, user groups and who gets admin access |
| Daily backups, when you add them | Compliance decisions - consent, calling hours and DNC policy |
| 24/7 monitoring of the server | Your SIP trunk and carrier account, unless you use VICIfast Voice |
| Full root access, open to you | Anything you change yourself as root |
You keep the same VICIdial - the same /vicidial/admin.php and the same agent screen - so nothing about how your agents work changes when the server becomes someone else's job.
How do I reach a person at VICIfast support?
You reach a person at VICIfast through the dashboard chat, the phone, email or a booked screen-share, and every message is read by a person - no autoresponder, no ticket number, no bot.
- Dashboard chat is the fastest route for customers. Open the account menu and choose Chat with support; it sees your account, so you do not have to explain which server you mean.
- Phone is answered by a person, with no phone menu. The number is on the contact page.
- Email and the contact form are answered by the next business day.
- A booked screen-share suits sizing, migrations and anything easier to show than to describe.
- Security disclosures are handled inside 24 hours.
Is VICIdial technical support available 24/7?
Your VICIdial servers are monitored 24/7 on every plan, but human support on standard plans is not round the clock. We would rather say that plainly than sell a promise nobody keeps at 3am.
If your call center needs a guaranteed response at any hour, VICIfast Enterprise adds a custom SLA with a 15-minute response on severity-1 issues, a named technical contact (TAM), a 99.99% uptime SLA, dedicated hardware and an MSA and SOW. Enterprise quotes are fixed-price and arrive within 48 hours.
Can I solve VICIdial problems myself?
Yes - many VICIdial questions are answered faster by self-serve tools than by a message, and the platform is built so common jobs do not wait on anyone.
- The help center has step-by-step articles for VICIdial and VICIfast.
- The Setup Wizard builds a campaign, user groups, logins with browser phones and an inbound line in about five minutes.
- Floor monitoring shows the live floor, so you can tell at a glance whether a problem hits one agent or everyone.
- Full root access lets your own admin read logs and look at Asterisk whenever they want to.
If your predictive dialer campaign stops dialing, the live floor view and the campaign's settings are the first two places to look before you write in.
What should I check before contacting VICIdial support?
Before contacting support, collect the facts that let someone find the problem in minutes instead of asking you questions back.
- When it happened, to the minute, and whether it is still happening.
- Whether it affects one agent, one campaign, one carrier or the whole floor.
- The agent's user ID, the campaign or in-group, and a phone number that was dialed or that called in.
- What changed recently - a new list, a carrier setting, a campaign setting, a new user group.
- What the agent saw on screen, in their own words or as a screenshot.
The longer version is in what to check before calling support.
When is VICIfast the wrong support choice?
VICIfast is the wrong choice if you need someone on site, or support for a dialer other than VICIdial. It is also the wrong fit if you need a guaranteed human response at any hour but are not ready for an Enterprise agreement - on standard plans the servers are watched around the clock, the inbox is not.
Where to start
Already a customer? Open the dashboard chat - it is the fastest way in. Still deciding? Start a free trial (7 days, card required) and ask your first question from the dashboard, or write to us on the contact page with your agent count and what you need.