Veeva Support Ticket Severity Levels:

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 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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