1
viva-logo-small
  • Online payment
  • Login
  • Individual customers
    • Mobile network
    • Entertainment and applications
    • New technologies
    • Online shop
    • Fixed Internet, TV channels and calls
    • Help
    • Bonds
    • Procurement
  • Business solutions
    • Mobile Communication
    • Business Connectivity
    • M2M and IoT
    • Cloud and IT solutions
  • About us
    • Viva-to-Armenia
    • Financial Reports
    • Procurement
    • Contact us
    • Compliance and Business Ethics
    • Annual Report
    • Career
  • More
    • Legal Information
    • Information Security
  • English
  • Հայերեն
  • русский
viva-logo
  • Mobile Communication
    Corporate solutions
    • Smart Business
    • Corporate packages
    • Corporate Smartphone
    • Archive
    Mobile broadband access
    • 4G Router
    Roaming and international access
    • Travel around the world
    • Calls to other countries
    • For visitors
    Help
    • Customer care
    • Operations related to SIM card and number
    • Self-services
    • Useful information
    • Operations related to account
    • Service zone
    • Services
    Internet
    • Data unlim
    • Internet Package
    • Real IP
    • Safe Web
    • Archive
  • Business Connectivity
    Voice connectivity solutions
    • SIP Talk
    • SIP Trunk
    • Fixed short number
    • “0-800 Toll-Free” service
    • Corporate office phone
    • Archive
    PBX
    • Virtual PBX
    Data connectivity solutions
    • Data transfer
    • DPRS
    • Business TV
    Internet access
    • “Real IP” service
    • General Terms on Provision of Data Transmission and Internet Connection Services
    • Customer care procedure
  • M2M and IoT
    M2M Tracker Plus
    • Archive
    VLAN
    • Archive
  • Cloud and IT solutions
    Web
    • Colocation
    • Web hosting
    • Domain registration
    Cloud services
    • IaaS
    • “Veeam” back up
    • Server Support Services
    • Microsoft 365
    Omnichannel solutions
    • Business Hub
    • SMS verify service
  •  
Մենյու
Login
Individual customers
Business solutions
About us
More
  • Legal Information
  • Information Security
Mobile Communication
  • Corporate solutions
  • Become a Corporate Customer
  • Mobile broadband access
  • Roaming and international access
  • Help
  • Internet
Business Connectivity
  • Voice connectivity solutions
  • PBX
  • Data connectivity solutions
  • Internet access
  • Business TV
M2M and IoT
  • M2M Tracker Plus
  • VLAN
Cloud and IT solutions
  • Web
  • Cloud services
  • Become a Corporate Customer
  • Omnichannel solutions
Corporate solutions
  • Smart Business
  • Corporate packages
  • Corporate Smartphone
  • Archive
Become a Corporate Customer
Mobile broadband access
  • 4G Router
Roaming and international access
  • Travel around the world
  • Calls to other countries
  • For visitors
Help
  • Customer care
  • Operations related to SIM card and number
  • Self-services
  • Useful information
  • Operations related to account
  • Service zone
  • Services
Internet
  • Data unlim
  • Internet Package
  • Real IP
  • Safe Web
  • Archive
Voice connectivity solutions
  • SIP Talk
  • SIP Trunk
  • Fixed short number
  • “0-800 Toll-Free” service
  • Corporate office phone
  • Archive
PBX
  • Virtual PBX
Data connectivity solutions
  • Data transfer
  • DPRS
  • Business TV
Internet access
  • “Real IP” service
  • General Terms on Provision of Data Transmission and Internet Connection Services
  • Customer care procedure
Business TV
M2M Tracker Plus
  • Archive
VLAN
  • Archive
Web
  • Colocation
  • Web hosting
  • Domain registration
Cloud services
  • IaaS
  • “Veeam” back up
  • Server Support Services
  • Microsoft 365
Become a Corporate Customer
Omnichannel solutions
  • Business Hub
  • SMS verify service
  • English
  • Հայերեն
  • русский
Online payment
  • Business solutions
  • Business Connectivity
  • Internet access
  • Customer care procedure

Customer care procedure

Customer care procedure
Voice connectivity solutions
PBX
Data connectivity solutions
Internet access
  • “Real IP” service
  • General Terms on Provision of Data Transmission and Internet Connection Services
  • 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. 


  • Mobile Communication
    • Corporate solutions
    • Become a Corporate Customer
    • Mobile broadband access
    • Roaming and international access
    • Help
    • Internet
  • Business Connectivity
    • Voice connectivity solutions
    • PBX
    • Data connectivity solutions
    • Internet access
    • Business TV
  • M2M and IoT
    • M2M Tracker Plus
    • VLAN
  • Cloud and IT solutions
    • Web
    • Cloud services
    • Become a Corporate Customer
    • Omnichannel solutions
  • Compliance and Business Ethics
  • Legal Information
  • Information Security
  • Social investment application guidelines

iso

 

 © 2025 Viva Armenia CJSC, all rights reserved

app-store
play-market
18+

 

 

Sitemap

X

You can also reach us at 111 or 093 297111.

For information about fixed services please call at 060 61 00 00 phone number.