Technical Support

Veracode provides technical support to assist customers in its use of its solutions, to resolve technical problems, and to communicate information regarding the Veracode solutions (“Support”). This page describes the Support that is included with all of Veracode’s automated solutions; customers can augment this Support by purchasing premium technical services and program management solutions.

Phone Support

Veracode shall provide 24 X 5 telephone support during standard business hours from 7PM Sunday through 8PM Friday, Eastern Time, excluding Veracode recognized holidays. Veracode’s Support line can be reached by dialing either (877-837-2203, option 1) or (781-425-6040, option 1). All Veracode customers can also engage Veracode’s Support team by either submitting a case via the Veracode Platform or by sending an email to [email protected].  Support may also be reached during non-standard business hours and Veracode’s Support personnel will respond to non-standard business hour contacts based upon the severity of the issue.

Email Support

As described above, all Veracode customers can also engage Veracode’s Support team by sending an email to [email protected]

Online Help and Documentation

The Veracode solution platform contains a reference section with an extensive library of online documentation, compilation requirements, upload instructions, and tutorials. This online self-service section is available to all provisioned platform users.

Administration

All Veracode customers have access to the basic administration services outlined below.

  • User maintenance (admin provisioning, password resets)
  • Troubleshooting assistance
  • Response to general inquiries

Customer’s users with the “Administrator” role can manage the customer’s other users and teams, and also eLearning curricula.

 

Support Case Severities and Initial Response Times

Severity

Definition

Standard Initial Response Time*

Severity Level 1 - “Critical”

 

Failure in the production operation of a Veracode solution causing severe impact on ability to access Veracode’s solution platform and/or run business critical reports from the platform. No acceptable workaround in place.

8 hours*

Severity Level 2 - “High”

 

Intermittent failure in the production operation of a Veracode solution that causes moderate degradation in performance or functionality, resulting in a major operational impact on ability to access Veracode’s solution platform and/or run business critical reports from the platform. No acceptable workaround in place.

8 Business Hours*

Severity Level 3 - “Medium”

Minor impact in the production operation of a Veracode solution where the solution is operational, but a technical issue exists that may need resolution.  This includes issues where an acceptable workaround is usually available and/or a documentation issue exists.

2 Business Days*

Severity 4 - “Low”

 

Low or no impact in the production operation of a Veracode solution where the issue(s) do not impede operations and are limited to user questions and enhancement requests.

2 Business Days*

*These response times reflect Veracode’s standard response times that are included with all automated solutions for customers who have not purchased a premium technical services/program management solution. Please contact Veracode to hear about our premium technical services and program management solution packages and the response times associated with those packages.

 

Premium Services

As described above, customers may purchase premium technical services and program management solutions. Please contact your Veracode sales representative for additional information. 

 

 

 

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