Contact Support

Vena Customer Support

Vena Solutions offers two comprehensive plans so you can choose the level of service that’s right for you.

Standard Support Plan

Every customer has access to our Standard Support Plan for online and telephone support, including:

  •  24/7 application monitoring
  •  Help Desk phone, email, and live online support from 4:00 AM EST – 8:00 PM EST
  • Unlimited case submissions
  • Up to 5 administrators/managers to contact Vena support
  • Access for up to 30 users to the Vena e-learning platform
  • Maximum first response time of 1 business day
  • Access to the Vena Customer Portal, online videos, FAQs, user guides, and a community help forum in our knowledge base
  • A dedicated customer success manager to help recommend products, services, and processes to help you get the most out of Vena

Premium Support Plan

For extended coverage, accelerated response times and dedicated support resources, upgrade to our Premium Support Plan. Enjoy all the benefits of our Standard Support package, plus:

  •  24/7 on-call Help Desk telephone support
  •  Access for up to 30 administrators/managers to contact telephone support
  • Maximum first response time of 1 hour for Severity ‘A’ issues
  • Access to a named support specialist who takes ownership of support tickets and responses, and engages with each customer on a bi-weekly basis to review open tickets
  • Access for unlimited users to the Vena e-learning platform

Support Plan Comparison

ComparisonStandardPremium
Number of administrators/managers with access to Vena SupportUp to 5Up to 30
Knowledge base accessUp to 5 UsersUp to 30 Users
E-learning accessUp to 30 usersUnlimited users
Extended phone support hours-Included
Maximum first response time for Severity ‘A’ issues3 hrs1 hr
Maximum first response time for Severity ‘B’ issues 5 hrs4 hr
Maximum first response time for Severity ‘B’ issues 1 business day1 business day

Should the above 2 plans not fit your specific needs, please select the Standard Plan and add one or more of the following options:

  • Add additional users who can contact support and access the Customer Portal (e.g. Increase the number of users to 15)
  • Add additional users who can access the e-learning platform (e.g. Increase the number of users to 40)
  • Select a faster response time similar to the Premium Plan

Contact the Vena Customer Success team at 1-855-207-1770 to discuss the Support Plan that’s right for your organization and to find out how we can help you get the most out of Vena.

See what Vena can do for you with a personalized demo

Companies like yours have cut cycle times by 50-70% + while improving accuracy – we’ll show you how.