Venice Systems has a dedicated focus to provide superior service. The Venice System's team of attentive and diligent support staff is committed to identifying and solving technical issues.

In an effort to expedite and solve requests in the most efficient manner, we have listed the following procedures for the Venice Help Desk.

What to expect when you contact the Venice Help Desk for support
The Help Desk analyst will log requests individually. Each request will receive a unique tracking number and priority and be tracked separately when a customer calls with more than one request. This process will provide the analyst with the needed information to expedite resolutions quickly.

Levels of Service

• First Level Support: A ticket that is solved during initial contact with the Help Desk. Usually involves training or procedural issue.
  Response Time - 2 hours to return initial e-mail

• Second Level Support: A ticket whose resolution requires offline research or consultation performed by the Help Desk analyst after ending initial contact.
  Response Time - 24 to 48 hours to return initial call/e-mail

• Third Level Support: A ticket escalated from the Help Desk to another subject matter expert.
  Response Time - 48 to 72 hours from initial call/e-mail.

• Severity Level 1: Used for general inquiries, training questions/ registration, and suggestions for improvements to software
• Severity Level 2: A user has a problem or procedural questions, but can still perform essential functions.
• Severity Level 3: One or more users, but not entire office, is completely shut down or is unable to perform a critical function.
• Severity Level 4: The entire office is completely shut down or unable to perform a critical function.