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Customer Support

Vena Customer Support

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

Access Now

Online Chat Hours

Monday – Friday 24 hours

Chat Now Sign in To Chat With Us

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

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