Venn's support team is here to help our customers ensure that their users have the best possible experience working in Blue Border.
If you are an end user, click the question mark in the Workplace app (bottom left on Windows, top right on Mac) to find your support contact information. Depending on your company’s setup, you may reach out to your company’s support team for support rather than contacting Venn directly.
If you are a Company Manager and your company has Customer-Managed Tier 1 Support, your company's support team is responsible for troubleshooting users' technical issues before escalating them to the Venn support team. Company Managers must follow the guidance in this article to troubleshoot common issues before escalating issues to Venn's Tier 2 Support. If you are not sure who provides your Tier 1 Support, click the question mark in the Workplace Launcher (bottom left on Windows, top right on Mac) or “Help” in the top right of the Workplace Web App to find your support contact information. Learn more about Company Managers' administrative responsibilities.
Venn Support Contact Information, Hours, and SLAs
Venn Support Contact Information
- Email: support@venn.com
- Phone: (866) 583-8911
All tickets generated from voicemails and emails are monitored and triaged 24 hours a day, 7 days a week, 365 days a year.
Venn's live phone support is available from 7am to 11pm ET on weekdays and 8am to 8pm ET on weekends, excluding US Holidays. Calls placed outside of those hours will be prompted to leave a voicemail.
Venn adheres to the Service Level Agreement outlined below.
| Issue Type | Time to Acknowledge | Time to Update |
|---|---|---|
| High Priority Incidents | 15 minutes | 1 hour |
| Normal Priority Incidents | 15 minutes | 24 hours |
Details to Include in Your Support Ticket
The table below includes the essential details to provide when reaching out to Venn for support. By equipping our team with the right information from the start, you will help streamline troubleshooting efforts and expedite recommendations or resolutions. This approach ensures that both the issues and the users involved are supported efficiently and effectively.
| Category | What to Include | Example |
| Description | What issue is the user(s) experiencing? | One of our contractors that we just set up on Venn is unable to open web links in Venn. |
| Impacted User(s) and Device(s) | List the names of all impacted users and what devices they are on. Please specify if each computer is a Windows or Mac. | Her name is Amina Freelancer and she is on a Macbook Air Laptop (Mac). |
| Timestamp(s) | Please provide the exact time when the issue occurred, including the timezone. If the issue has been ongoing, please indicate a specific time when the user experienced it so that our team can pinpoint the issue in the logs. | This has been happening all day today (January 2). I watched her try on a video call at 1:00PM Pacific Time. |
| Troubleshooting Steps Performed | Detail the steps you have taken and things you have checked to try to resolve the issue. |
We confirmed the following:
|
| Workaround | Describe any temporary solutions or workarounds implemented if applicable. | Amina is currently copying and pasting links into her browser to open them, but this is a major hassle. |
| Evidence of the Issue |
Provide fullscreen screenshot of any errors or a fullscreen video or GIF recording of the issue manifesting itself. If not available, please list the actions the user took and what they experienced when the issue occurred, including any error messages. |
Please see attached screen recording and logs. |
| Workplace Diagnostics Logs | Follow these steps to generate diagnostics and attach them to your ticket. | |
| Additional Information | Include any other relevant information or context that might assist in resolving the issue. |
If your issue is related to the failed installation of the Venn software, please do the following:
- Take a screenshot of the error message.
- If the installation is on a Windows device, zip C:\ProgramData\Workplace and attach it to the support ticket or email.