Veeva Support Ticket Severity Levels:
| Severity | Definition | First Response |
|
Urgent |
An Urgent Production issue affecting all users, including system unavailability and data integrity issues with no workaround available.
|
1 hour 24x7x365 |
|
High |
|
4 business hours |
|
Normal |
|
1 business day |
|
Low |
|
2 business days |
Escalation Process:
If an issue needs to be escalated for any reason please follow this process:
- Click the Escalate button available in the ticket view of the Support Portal.
- The appropriate Sr. Support Engineer and Product Support Manager is notified, acknowledge the ticket escalation and provide next steps in the comments.
- For further escalations, request contact from Support Management in the ticket comments. The customer is contacted directly. The escalation path is as follows:
- Product Support Manager
- Regional Support Director
- Global Support VP
- SVP of Customer Services
Out-Of-Scope:
The following items are considered out-of-scope for standard Veeva Product Support:
- Configuration changes and Testing configuration
- Training and How-to sessions
- Password resets - This is a Self-Service action and addressed in the Welcome to the Veeva Support Portal article. To reset a password, click on Please set me up with a new password.
- Modify customer data
- Build Closed Loop Marketing (CLM) content
- Setting up reports
- Data work - Assigning Territories, creating new Accounts, loading data, etc.
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