Vena Customer Support Plans

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


Standard Plan Premium Plan
Number of administrators/managers with access to Vena Support Up to 5 Up to 30
Knowledge base access Up to 5
users
Up to 30 users
E-learning access Up to 30 users Unlimited users
Extended phone support hours - Included
Maximum first response time for Severity ‘A’ issues 3 hrs 1 hr
Maximum first response time for Severity ‘B’ issues 5 hrs 4 hrs
Maximum first response time for Severity ‘C’ issues 1 business day 1 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.