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Customer Support
Phone
Monday – Friday 24 hours
North America 1-855-207-1770 ext: 3
United Kingdom +44 7411-207555
International +1-416-207-1770 ext: 3
Support Request Form
Open a support request ticket to receive help and support.
Create a Ticket Sign in To Create a Ticket Manage Requests
Vena Solutions offers two comprehensive support plans so you can choose the one that is right for you
Standard Support Plan
Every customer has access to our Standard Support Plan for chat, phone, email and on-line support including:
24/7 application monitoring
Unlimited case submissions
Dedicated Customer Success Manager
Access to the Vena Customer Portal with online videos, FAQs, user guides and a community help forum in our Knowledge Base
Maximum first response time of: 1 hour (Severity A), 3 hours (Severity B) and 1 day (Severity C)
Up to 3 Administrators to contact support
Support Hours: Monday - Friday, 24 x 5
Premium Support Plan
For after-hours support and accelerated response times, our Premium Support Plan combines all the services of our Standard Support Plan with:
Maximum first response time of: 30 mins (Severity A), 1 hour (Severity B) and 5 hours (Severity C)
Up to 20 Administrators to contact support
Support Hours: 24/7 telephone support for Severity A and B
Support Plan Comparison
Standard
Premium
Maximum first response time for Severity A issues
Standard
1 hour
Premium
30 minutes
Maximum first response time for Severity B issues
Standard
3 hours
Premium
1 hour
Maximum first response time for Severity C issues
Standard
1 Business Day
Premium
5 hours
Access to Vena Customer Portal
Standard
Unlimited Users
Premium
Unlimited Users
Number of administrators/managers with access to Vena Support
Standard
Up to 3
Premium
Up to 20
Extended phone support hours
Standard
-
Premium
24/7 Support
They are not giving me a product that they think is better – they are actually listening to their customers, and bringing forward solutions that their customers say they are looking for.