Customer Success

We provide mission-critical support for the core Vendavo platform and entire production solution, including specific customer configurations. Our customer support team is dedicated to delivering 100% satisfaction during each service interaction.

We offer three support options to ensure that every implementation of our suite is successful.

The Vendavo Global Support team has been a pleasure to work with over the years.

They have provided quality support, through fixes and suggestions, in a timely manner for issues regarding system down, performance, environments and collaborative enhancements. Their relationship has been an invaluable part of keeping a high level of business pricing continuity for 3M.

Ryan J. Wykrent

Technician Lead

Cloud Hosting Infrastructure

With Standard Support you have access to a range of product support tools including:

GA software and new releases for all supported platforms
GA product documentation
CRM system and knowledgebase with relevant product news and technical information
5×8 support with a support portal available to address any issues
Timely notification of product updates and break fixes in maintenance packs
Resolution satisfaction rating for each issue
Periodic customer satisfaction surveys

Premium Support

In addition to the services provided as part of Standard Support, customers who choose to upgrade to Premier Support will benefit from:

24×7 support
An assigned Support Advisor to manage your account
Periodic review of case status and priorities
Troubleshooting and diagnostics on world issues and advice on “How to” questions
Preferred priority in support and any escalations
Dedicated Support Advisor for Production down situations

Extended Maintenance

Vendavo offers Extended Maintenance to support customers who have not had the opportunity to upgrade.

Ensures access to support for older releases beyond Vendavo’s standard maintenance window
Provides assistance with a migration path to the newer product versions
Requests for Extended Maintenance will be reviewed in accordance with Vendavo’s policies from time to time
Extended Maintenance is priced based on the version of software deployed. Pricing can range between 50% and 200% above current maintenance feesa
Extended maintenance does not cover issues related to dependent third-party technology that reaches End of Support. This mean Vendavo is excluded from supporting issues related to those unsupported technologies.