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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 receive additional technical support and program management solutions through the selected Veracode Customer Success package.

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 877-837-2203. All Veracode customers can also engage Veracode’s Support team by either creating a case in our Community (the support case option can be found in the Login drop-down menu) 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. Veracode Help Center

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

 

Premium Services

The Veracode Customer Success packages are designed to include activities that are aligned to the outcomes that the customer is aiming to achieve through their application security program. They are inclusive of, and not limited to, Technical Support, Application Security Architecture and Consulting, and Security Program Management services.