Veeva Support Ticket Priority and Service Level Agreement (SLA)

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. The production application is not available. The application is in production and malfunctions such that a significant portion of users cannot perform their daily tasks and there is no reasonable workaround. The application has a security related error that is considered a high risk.	1 hour 24x7x365
High	Major functionality is impacted or significant performance degradation is experienced Issue is persistent and affects many users or major functionality No reasonable workaround available	4 business hours
Normal	System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable. This also includes time-sensitive requests such as requests for feature activation or a data export	1 business day
Low	Inquiry regarding a routine technical issue Information requested on application capabilities, navigation, installation, or configuration; but affecting a small number of users. Reasonable workaround available. Resolution required a soon as reasonably practicable	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
- Veeva Support Portal password resets are addressed in the Welcome to the Veeva Support Portal article.
Modify customer data
Build, debug, or minify Multichannel Content, Closed Loop Marketing (CLM) content, Approved
Email (AE), Engage, CoBrowse, Vault Java SDK code
Setting up reports
Data work - Assigning Territories, creating new Accounts, loading data, etc..

Product Support Portal