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.

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