Support policy
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How to reach us, when we are available, and how quickly we respond.
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This policy explains how to get help with Vero, when our team is available, and how quickly we aim to respond.
How to reach us #
- Email: hello@sentinelvero.com. We aim to reply to every query within 8 hours.
Support hours #
Monday to Friday, 08:30 to 17:30 UK time, excluding bank holidays in England and Wales.
Customers on the Enterprise plan can reach us outside these hours for Priority 1 problems by emailing hello@sentinelvero.com with "Priority 1" in the subject.
Priority levels and response targets #
When you contact us, we set a priority based on the impact on your business. Response times count support hours only, except where stated.
| Priority | What it means | First response target |
|---|---|---|
| Priority 1: Critical | Vero is unavailable, or a core function such as issuing certificates or scheduling is not working for everyone | 1 hour |
| Priority 2: High | A core function is not working for some users, or is working with a serious problem and no workaround | 4 hours |
| Priority 3: Normal | A problem with a workaround, or a function other than a core one is not working | 8 hours |
| Priority 4: Low | Questions, how to requests and feature suggestions | 8 hours |
A first response means a person from our team has looked at your request and replied. It does not mean the problem is fixed. For Priority 1 and 2, we will keep you updated until it is.
What support covers #
- Help using Vero's features
- Investigating and fixing problems with Vero
- Questions about your account, users and settings
What support does not cover #
These are available as professional services:
- Importing or cleaning large amounts of data
- Training sessions for your team
- Building reports, templates or integrations specific to your business
- Problems caused by devices, networks or third party software outside our control. See our Devices policy.
Helping us help you #
The more you tell us, the faster we can fix it. Where you can, include what you were trying to do, what happened instead, the page or job involved, and a screenshot.
Feedback #
If you are unhappy with the support you received, email hello@sentinelvero.com with "Support feedback" in the subject and a senior member of the team will review it.
Questions about this policy? Email hello@sentinelvero.com