At Venn, our dedicated support team is available to assist with any website issues or queries you have once your website is live, and you are unable to find the support you require through our Knowledge Base help guides and videos.
Please raise all support tickets through our ticket portal to help us efficiently manage requests. We also use ticket information to shape our product roadmap, allowing us to deliver a better overall service and platform to you.
How to Raise a Ticket
To raise a ticket with our support team, please go to our ticket system and complete the form with all relevant information around your query. To help us to respond to your ticket efficiently, please provide as much information in the 'Description' box as possible, including;
- URL of the page affected
- Clear description of the issue
- Screenshots where possible
- Device and browser information where applicable
How can I track the progress of my ticket?
After submitting your request, you'll receive a confirmation email with a unique reference number.
The confirmation email will include a link to track the progress of your ticket (If you are new to our support system then you will need to set up an account. This can be done by following the 'Sign up now' option as shown below)
When will my ticket be dealt with?
Once your ticket has been submitted, our team will aim to respond to this under the priority we deem your query or issue to be. Outlined below are our SLAs for support tickets.
Services Level Agreements (SLAs) are based upon the priority of each inquiry or issue and can range from something that impacts individual user experiences to a system-wide outage that impacts a whole company. Our Support Targets are the same for all customers; however, to reiterate, these are response targets and may vary depending on the business's current workload:
| Ticket Priority | Description | Target First Response Time* | Target Resolution Time* |
|---|---|---|---|
| Critical (P1) |
(If either of these is occurring, there's a high chance we're already aware of the issue and are working on a resolution) | 2 hrs | 6 hrs |
| High (P2) |
| 12 hrs | 48 hrs |
| Medium (P3) |
| 24 business hrs | Up to 3 weeks (varies by Product, complexity, and type of resolution needed) |
| Low (P4) |
| 48 business hrs | Up to 12 weeks (varies by Product, complexity, and type of resolution needed) |
When will my issue be resolved?
Once your ticket has been reviewed, any tasks requiring development or technical changes will be created for the team internally to address as part of our Task Sprint Workflow. This is a structured process which ensures efficient task handling and allows us to keep you informed throughout the task's lifecycle.
Tasks are placed in a global queue where our Product Engineers, Front-End Developers and SEO Experts can pick up tasks based on their availability, throughout the course of the week.
Tasks are actioned based on the priority of the task deemed by us and the date the task was created, with the exception of business critical tasks.
If your request is estimated to take more than half a day in the studio, we will schedule in time separately with the team to address the request and communicate this back to you. This ensures we can action as many tasks as possible in a prompt manner.
Before each task is sent back to you, we review and test the work to ensure it is completed up to our high standard. If you feel your request requires more work, let us know and the team can investigate further.
All tasks have a resolution time of 3 weeks maximum, but many are completed much sooner as they can be actioned any day of the week when the team have capacity.