Adapting to Indeed’s Job Scraping Update: A Guide for Agencies
Learn More
Everything you need to become a pro with Venn
Everything you need to get started and navigate your website platform.
Vennture Knowledge Base
Explore our in-depth resources to help you get started with Vennture, take control of your content and grow your brand.
Video Tutorials
Explore our YouTube channel and learn from the experts with our range of how-to guides and webinar recordings.
Which product would you like help with?
Service level agreement & ticket classifications
View all information regarding our SLAs and ticketing system.
SLA & Priority Definitions
Services Level Agreements (SLAs) are based upon the priority of each inquiry or issue and can range from something that impacts individual user experiences to a system-wide outage that impacts a whole company. Our Support Targets are the same for all customers; however, to reiterate, these are response targets and may vary depending on the business's current workload:
| Ticket Priority | Description | Target First Response Time* | Target Resolution Time* |
|---|---|---|---|
| Critical (P1) |
(If either of these is occurring, there's a high chance we're already aware of the issue and are working on a resolution) | 2 hrs | 6 hrs |
| High (P2) |
| 12 hrs | 48 hrs |
| Medium (P3) |
| 24 business hrs | Up to 3 weeks (varies by Product, complexity, and type of resolution needed) |
| Low (P4) |
| 48 business hrs | Up to 12 weeks (varies by Product, complexity, and type of resolution needed) |
Additional Information
Ticket Classification
Question - General inquiries about Venn platforms, such as "How do I..."
Change Request - Formal requests for system modifications that users cannot make independently.
Problem - Reports of issues with the platforms features, such as module filters not working, consultants not syncing up etc
SOS - Urgent notifications of service outages i.e Site down, Vennture dashboard not loading etc
Availability
“Availability” or “Available” means you can log in and access the services.
1. Scheduled Maintenance
Regular maintenance will be scheduled for all products. During these times, the service may be unavailable. Customers will be advised not less than 2 weeks in advance of any scheduled maintenance.
2. Unplanned or Emergency Maintenance
Unplanned or Emergency Maintenance are periods where the System access is not available as a result of the need to address a critical or emergency issue. Where possible, we will notify our Customers prior to any Unplanned or Emergency Maintenance that falls outside any Scheduled Maintenance windows. Notifications will be delivered via email. Any maintenance is considered “Unplanned” or “Emergency” if our Customers have not been provided at least 2 weeks’ notice of the maintenance.