Customer care procedure

If the Client considers that a failure has occurred in the provision of the Service, the latter shall open a "Trouble Ticket" in the order, stipulated under the present document, by calling the "Customer Care" telephone number indicated by the Operator: +37460610000. Customer identification can be followed by a respective e-mail sent at the following address: fn-support@viva.am.

The Operator's customer care service is available to the Customer 7 (seven) days a week, 24 (twenty-four) hours a day.

The initiation of a "Trouble Ticket" shall be carried out solely by the Client or by the duly authorized representative of the Client. The Operator’s customer care specialist shall open a "Trouble Ticket”. At the request of the Operator, the Client shall send the necessary information about the failure to the Operator’s e-mail address:  fn-support@viva.am.

Immediately after opening the "Trouble ticket" the respective subdivision of the Operator shall initiate examination and activities aimed at isolating the failure in order to determine the source and gravity of failure. In case it is revealed that the occurred failure has caused Service interruption or limitation, or other problems through the Operator's fault, the latter shall assume the responsibility for failure elimination. The failure shall be deemed eliminated when Service provision is totally restored.

If the failure occurred under circumstances independent of the Operator or due to the fault of the Client, the elimination of the failure is carried out by the Operator at the expense of the Client.

Immediately after failure elimination, the "Customer care" specialist of the Operator shall call the telephone number indicated by the Client and reconfirm the end of the failure, as well as the failure duration, and after getting the Client’s approval, close the respective “Trouble ticket”. The Operator has the right at its discretion to send information about the elimination, start and end time of the failure by e-mail to the address fn-support@viva.am. In this occasion the Client shall approve the closing of the “Trouble ticket” by sending an e-mail to the fn-support@viva.am address.

Failure duration shall be calculated starting from the moment of opening the "Trouble ticket" by the Client till the moment of failure elimination.