Site Support Team
The Site Support team at Veeva offers unlimited chat, email, and phone support for SiteVault customers. The team can help you to answer questions such as:
- I submitted a site signup request but haven’t heard anything in 48 hours. What should I do next?
- What do I do when the only Site Administrator user for our site is no longer at the organization?
- How do I locate a specific document using a filter or view?
- How do I finalize a document?
- Another user sent me a task, but I’m not seeing it. Why not?
See below for more information and how to contact the Site Support team.
- How to Contact the Site Support Team
- Supported Languages
- Support Hours
- Scope of SiteVault User Support
- Support Response Times
How to Contact the Site Support Team
You can contact the Site Support team in the following ways:
- Chat: During standard business hours, click Chat in the lower-right corner to chat with a member of the Site 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
- Telephone:
Americas | |
US Direct Line | +1-800-350-8722 |
US Toll-Free | +1-800-350-8722 |
Europe | |
EU Direct Line | +44-1-865-502-582 |
France Toll-Free | 0-801-840-214 |
Germany Toll-Free | 0-800-000-9586 |
Italy Toll-Free | 800-961-582 |
Netherlands Toll-Free | 0-800-2658-989 |
Portugal Toll-Free | 800-500751 |
Russia International | +44-1-865-502-582 |
Spain Toll-Free | 900-999-322 |
Asia | |
Australia Toll-Free | 1-800-290-794 |
China Line | 0-218-027-0711 |
Japan Direct Line | 03-4233-1423 |
Japan Toll-Free | 0800-170-8062 |
South Korea Toll-Free | 00-308-321-0263 |
- 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 the Site Support team.
Supported Languages
Telephone Supported Languages by Region | |
---|---|
Asia | English, Chinese, Japanese, Korean |
Europe | English, Spanish, German, Italian, Portuguese, French, Russian |
North America | English, Spanish, Portuguese |
Chat & Email | |
---|---|
All Regions | All languages supported by Google Cloud Translation. See the Cloud Translation page on the Google Cloud website for supported languages. |
Support Hours
SiteVault 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 | 9:00AM – 6:00 PM JST |
Scope of SiteVault User Support
SiteVault 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 chat, email, and phone
The following items are considered out of scope for standard SiteVault user support:
- Training/how-to sessions
- Modification of customer data
- Setting up reports
Support Response Times
The Site Support team will use reasonable endeavors to respond to the requesting user in the timeframe defined on the following table:
Priority | Definition | First Response |
---|---|---|
Normal | Routine service requests include how-to questions, product functionality, and other technical or performance issues | 4 hours |