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Venn's Support Process

Updated
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.
 
We have discontinued the ability to raise support queries via email. Instead, all support tickets must be raised through our ticketing portal. This allows us to efficiently manage and track all requests that are submitted by clients in one central place. We are also able to report on tickets submitted and 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, you will need to be logged in to our ticket system. If you are a brand-new customer, then you will need to set up an account. This can be done by following the 'Sign up now' option below.
 
 
Once you have logged in, please click the 'submit a new request' button and complete the form with all relevant information about your query. To help us 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 for your ticket.
 
The confirmation email will include a link to track the progress of your ticket from within your customer account, where you can also view the progress of any historic tickets raised.
 

When will my ticket/issue 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 - defined by our SLAs.

Once your ticket has been reviewed, any tasks requiring development or technical changes will be created internally for the team 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 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 will investigate further.

Ticket response and resolution SLAs can be found on our website via the link below.

Support SLAs

 

 
 

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