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Vena Customer Support
Call us Toll Free
Tim Szego
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Email Support
support@venacorp.com
Group 5 Copy 2
North America: Toll Free
855-207-1770, ext. 3
Group 5
International
416-207-1770, ext. 3
Visit the Vena Customer Portal for How-To videos, useful tips, FAQs, and to post your questions and features requests.
Vena Customer Portal

Vena Solutions offers three comprehensive support plans, so you can choose the one that is right for you

Standard
Every customer has access to our Standard Support Plan for online and telephone support, including:
24/7 application monitoring
Phone and email support, Monday through Friday from 2:30 AM ET to 8:00 PM ET
Unlimited case submissions
Up to three (3) Managers or Administrators authorized to contact Vena Application Support
Maximum first response time of one (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
Premium
For after-hours support and accelerated response times, our Premium Support Plan includes all the services in the Standard Support Plan, plus:
24/7 Application Support with on-call telephone support
Up to five (5) Managers or Administrators authorized to contact Vena Support
Designated
For tailored support, accelerated response times and dedicated support resources, our Designed Support Plan includes all the services in the Premium Support Plan, plus:
Up to ten (10) Managers or Administrators authorized to contact Vena Support
A Designated Support Analyst who has intimate knowledge of your Vena environment
Monthly meeting with a Customer Success Manager and Designated Application Support Analyst to review open tickets

Support Plan Comparison

Maximum first response time for Severity A issues

Standard
1 hour
Premium
1 hour
Designated
1 hour

Maximum first response time for Severity B issues

Standard
3 hours
Premium
2 hours
Designated
1 hour

Maximum first response time for Severity C issues

Standard
1 Business Day
Premium
5 hours
Designated
3 hours

Access to Vena Customer Portal

Standard
Unlimited Users
Premium
Unlimited Users
Designated
Unlimited Users

Number of administrators/managers with access to Vena Support

Standard
Up to 3
Premium
Up to 5
Designated
Up to 10

Extended phone support hours

Standard
-
Premium
24/7 Support
Designated
24/7 Support

Designed Support Analyst

Standard
-
Premium
-
Designated
included

Monthly case review

Standard
-
Premium
-
Designated
included
“ 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