Email and phone support for SiteVault Free users are available from Veeva at no additional charge according to these terms. There is no limit to the number of times a user can contact SiteVault Free Support for assistance.

  1. Support Time: SiteVault Free User Support is available during standard business hours. Standard business hours do not include weekends or public holidays.
    Standard business hours
    Americas (incl. the United States) 8:30 AM – 7 PM EST
    Europe 8:30AM – 5:30 PM GMT
    Asia Pacific 7:00AM – 5:00 PM GMT+8
  2. SiteVault Free User Support consists of:

    • First-line support includes, but is not be limited to:
      • a direct response to users with respect to inquiries concerning the performance, functionality, or operation of the product(s),
      • a direct response to users with respect to problems or issues with the product(s),
      • a diagnosis of problems or issues of the product(s), and
      • a resolution of problems or issues with the product(s).
    • Product updates, fixes, security alerts, and critical patch updates
    • General releases, limited releases (where applicable), maintenance releases, and documentation updates
    • Access to SiteVault Support for assistance through email and phone

  3. SiteVault Free User Support can be reached in the following ways:

    • Chat: During standard business hours, click Chat in the lower-right corner to chat with a member of the SiteVault support team. During non-business hours, you can click Help to leave a message and we'll get back to you.
    • Email: sitevaultsupport@veeva.com
    • The links below provide the most up-to-date information on Veeva Systems' service status. If you are experiencing an issue that is not listed, please contact Customer Support.
    • Telephone:
      Americas
      Direct Line: +1-800-350-8722
      US Toll-Free: +1-800-350-8722
      Europe
      Direct Line: +44-1-865-502-582
      Netherlands Toll-Free: 0-800-2658-989
      Russia Toll-Free: 8-800-301-4092
      France Toll-Free: 0-801-840-214
      Germany Toll-Free: 0-800-000-9586
      Italy Toll-Free: 800-961-582
      Australia
      Toll-Free: 1-800-290-794

  4. The following items are considered out of scope for standard SiteVault Free User Support:

    • Training/how-to sessions
    • Modification of customer data
    • Setting up reports

  5. Response Times: SiteVault Free User Support will use reasonable endeavors to respond to the requesting user within the time frame defined on the following table:
    Priority Definition First Response
    Normal Routine service requests includes:
    • How-to queries
    • Product functionality
    • Other technical or performance issues
    24 hours