It is our promise that we will not leave you in the dark!
Our Customer Care Team is always available to assist you in setting up your business software and creating a 5-star website by offering excellent service.
Standard Support
- ‘How to use the product’ & technical assistance
- Up to 48 hours of response during our business hours (we usually respond within a few hours).
- Access to Knowledge base & Video tutorials
Premium Support
- Dedicated account manager.
- Priority support via our ticket-based support system.
- 20% discount on all new updates.
- 1 Live Online Assistance monthly.
- 30 mins web development service monthly.
Live Online Assistance
2 free hours included with the Setup Service
Additional Services
You don’t need to be an IT expert to have functional software and a modern website. We will give you a hand!
Setup Services
Do you need some help setting up your VEVS software and website? Our customer service representatives will assist you with anything you need!
Custom Projects
Do you require a software solution that is tailored to your business model? Then, we'll make any custom changes and have one ready for you in no time!
Service Terms
The Standard Support Service is included in all pricing plans, and we deliver it as long as you are our client. Below is a description of the services included in the Standard Support package.
The Standard Support service does not include the following: live chat or online meetings and calls, consultancy and advice on adding third-party software, SEO, digital marketing, increasing traffic, web development services, webmaster changes, or any changes and tweaks to our software.
The Premium Support package enhances our support service. The services included in the Premium Support package are detailed below. We charge on a monthly bases for Premium Support and request a minimum of a six-month subscription.
The Premium Support package includes either 1-hour of live assistance or 30-mins of web development service per month. Unused service for the month cannot be transferred for the next month.
The customer support services are provided via our online ticket-based support system except for the online meetings/calls included in the Premium Support package or ordered.
We provide a support service every weekday (Monday to Friday) from 8:00 AM till 6:00 PM (GMT). However, the technical team monitors and serves emergency technical issues (website down) 24/7.
Live Online Assistance and all online meetings/calls related to customer support and website setup are only upon appointment.
We understand if you cannot show on a meeting for a personal or technical reason, and we will gladly rearrange it. However, in case of a second online meeting failure, we will charge $29 or hold (if the service is prepaid) and keep our rights to cancel the service.
We require you to handle all online meetings/calls via Google Meet, Zoom or Skype on your PC or laptop. Live Online Assistance service require screensharing from one or both sides. Therefore mobiles and tablets as well as phone calls are not suitable for the service and will not be accepted.
Service Description
‘How to use the product’ & technical assistance via the ticket-based support system.
VEVS Customer Care Team will be happy to help you use our products. You can contact the team, and we will serve you and respond via our online ticket-based support system in the following cases:
- questions you have on how to use the VEVS Website Builder solutions;
- questions related to our service;
- technical issues you face;
- billing and account matters,
You can contact the support team via:
- the Contact Us page;
- through the ‘contact us’ form in the Help menu in your website admin (back-end) area;
- or by using one of your already started ticket threads.
You will receive the VEVS team response in a designated ticket thread. In addition, for each message that our team sends, you will receive an email notification to the email address used to submit the form or to create the website installation.
Note that we use it to not only respond to your questions and requests but also to send you important information about your website or the service.
To avoid getting our support system email notifications for each of our messages to you, please add support@vevs.com to your address book or contacts list.
We also advise switching ON the browser notifications of the ticket - see the blue button on the top right-hand side of this page, next to the search field. You will be notified each time we send you a message here in the ticket thread. No advertorials will be sent.
For more advanced help review and consider our Premium Support package, Online Live Assitance, Online Training, Website Setup or Custom Modification services.
Up to 48 hours of response during our business hours
We do our best to serve you quickly and helpfully. Typically, our team will respond within a few hours during our business hours.
In case you report technical issues, please provide as much detailed information as you can - step by step guide on how you get to the issue, screenshots, reservation ID, email message forward, etc. That will help us review, replicate and locate the issue faster.
The technical team receives a notification for emergency technical issues (website down), and they start resolving them in less than one hour. Note that the technical team will not send you a message back confirming your report has been received or the issue resolved. If the issue requires your decision or collaboration, our customer care team will message you during business hours.
Knowledge base & Video tutorials
You can find instructions on how to set up and use our software, useful suggestions and advice in our knowledge base and video tutorials. We do our best to update and add new articles and tutorials to help you through the process.
You can find instructions and helpful information at:
- VEVS Knowledge base at: https://www.vevs.com/knowledge-base.php
- Video Tutorials at: https://www.youtube.com/c/VevsWebsite
- Video Tutorials in the Help menu in your website admin (back-end) area
- Information and instructions about the software functions in the info boxes and tooltips in the (back-end) area.
Dedicated account manager
We will appoint an experienced account manager to your project who will lead your account and service. A dedicated account manager brings the advantage of knowing your business and project in-depth and providing faster and more efficient support and advice.
Priority support via our ticket-based support system
Client requests are served in a queue following the principle of ‘first come - first served’. The priority support will put your request on top of the list and speed up our support. We will usually respond within 1-2 hours during our business hours, and we promise a 24-hour response within business hours.
Discount on all new updates
Benefit from the most recent features and updates available for you at a discounted rate. You can find a list of new features which you can order at: https://www.vevs.com/whats-new.php
1 hour Live Online Assistance
A call via Zoom or Skype to assist you in setting up your website, respond to your questions, help in resolving difficulties you meet, and communicate corner cases.
Webmaster service
Our front-end developers can customise your website and deliver a unique design that matches your requirements.
