Support Policy

Our Commitment to Support

At Vera, we are committed to providing exceptional support to all our customers. We understand that reliable support is crucial for your business operations, and we strive to ensure you have the assistance you need when you need it.

Support Channels

We offer support through the following channels:

• Email Support: Available 24/7 for all customers at support@getvera.ai
• In-App Chat: Available during business hours (9 AM - 6 PM GMT)
• Knowledge Base: Comprehensive documentation and guides

Error Prioritization

We classify support issues according to the following priority levels:

• Critical: Entire system down
• High: Individual function down, no workaround available, remainder of system working
• Medium: Individual function down, workaround available
• Low: Cosmetic issues, feature requests, training or procedural issues

Response Times

We aim to respond to and resolve support requests within the following timeframes:

• Critical:
  • Initial Response: within 2 hours
  • Resolution Time: within 8 hours
• High:
  • Initial Response: within 6 hours
  • Resolution Time: within 24 hours
• Medium:
  • Initial Response: within 24 hours
  • Resolution Time: within 72 hours
• Low:
  • Initial Response: within 3 business days
  • Resolution Time: within 7 business days

Support Scope

Our support team can assist with:

• Technical issues and troubleshooting
• Account management and billing
• Feature guidance and best practices
• Integration support
• Security concerns

Premium Support

Scale and Plus customers have access to premium support features, including:

• Dedicated support manager
• Instant message support through Slack, Teams or Whatsapp
• Priority response times
• Custom training sessions
• Quarterly business reviews

Getting Help

For immediate assistance, please contact our support team at support@getvera.aior through our in-app chat.

For non-urgent matters or to browse our knowledge base, visit our Help Center.

Feedback

We continuously strive to improve our support services. If you have any feedback or suggestions, please don't hesitate to share them with us. Your input helps us provide better support to all our customers.