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.

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

Three Options to Support Your Success

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

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 fees.
  • Extended maintenance does not cover issues related to dependent third-party technology that reaches End of Support. This means Vendavo is excluded from supporting issues related to those unsupported technologies.

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