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World Class Support for Leading Profit Optimization Solutions

Deployed in more than 300 divisions in corporations worldwide, Vendavo solutions are backed by world-class support, based at our global HQ in Mountain View, California. Whichever component of support you choose, every Vendavo customer can be assured of our dedication to providing responsive, informed and efficient service. The Vendavo Enterprise Profitability Suite is backed by three options to ensure that every implementation of our suite is successful: Vendavo Standard SupportVendavo Premier Support and Vendavo Technical Support Services. We provide mission critical support for the core platform and entire production solution, including specific customer configurations.

To contact the customer support center, please email us at vsupport@vendavo.com. For critical or production down issues, please call the 24×7 hotline at 1-877-836-3286 or 650-960-4300.

Vendavo Standard Support


Software

  • Vendavo Enterprise Profitability Suite GA Software and new releases for all supported platforms
  • Ongoing Updates and Maintenance Packs
  • GA product documentation

Product Support

  • Access to CRM system and knowledgebase
  • Break fixes in Maintenance packs
  • Mission Critical support

Customer Satisfaction

  • 5×8* support with support portal
  • Resolution satisfaction rating for each issue
  • Periodic customer satisfaction surveys

*may vary based on customer’s specific maintenance and support terms

Vendavo Premier Support


In addition to the services provided as part of Standard support, premier support also provides

Product Support

  • 24×7 support
  • Assigned/Named Support Advisor to manage the account
  • Periodic review of deployment

Escalation Engagement Support

  • Preferred priority in support and any escalations
  • Dedicated Support Advisors for production down situations
  • Well-defined escalation alerts and process

Customer Satisfaction

  • Resolution satisfaction rating for each issue
  • Periodic customer satisfaction surveys
  • Access to Strategic Relationship and Support Management

Vendavo Technical Support Services


  • Extended Maintenance Options – For supporting older releases beyond standard maintenance window
  • AMS Basic – Solution support including fixes for Service related defects, minor enhancements and on-going support application management through configuration engineering and testing resources
  • AMS Premier – Support for migration, implementation and access to architects and other expert support
  • Technical Jump Start – Help in getting started with Enterprise Profitability Suite through support for installation and integration
  • Performance, Integration and Technical Audits and Assessments – Services for assessing and auditing the technical, integration and performance requirements to get the most of the Vendavo solution.

For SAP Customers

Customers who purchased SAP Price and Margin Management by Vendavo should contact SAP for specific terms and conditions of Maintenance and Support terms of the Software License Agreement. Vendavo can provide Technical Support Services such as AMS under a Service Agreement.