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Customer Support

Vena Customer Support

We’re here to support your growth with a
Global Support Team

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Online Chat Hours

Monday – Friday 24 hours

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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.

Darrell Rooney

Senior Director of Financial Services, Saint Mary’s University