Whether you need a quick answer, guided assistance, or direct help from the Vega Support Team, there are several ways to get support while using Vega.

We recommend searching the Knowledgebase or using FIN AI before submitting a support request, as many questions can be answered immediately at no cost.

Note: General Support requests submitted to the Vega Support Team incur a $50 + GST administration fee per ticket. These charges are invoiced to your organisation monthly. If your enquiry relates to a confirmed issue within Vega, no support charge will apply.

Quick Navigation

• Self-Service Support
• Vega Knowledgebase
• FIN AI
• Vega Solutions
• Contacting the Vega Support Team
• Viewing Your Support Tickets
• Support Request Types
• Premium Support
• Need More Help?

Self-Service Support

Vega Knowledgebase

The Vega Knowledgebase contains hundreds of help articles covering system features, setup guides, troubleshooting, and best practices.

Your Vega login does not automatically provide access to the Knowledgebase. If you have not already registered, create an account using the same email address as your Vega user. This allows you to:

• Access all Knowledgebase articles, including restricted content
• View and manage your support tickets
• Participate in Community discussions
• Receive updates when new articles are published

Finding Help Articles

Use the search bar to enter keywords related to your question. For the best results:

• Search using broad keywords rather than complete questions.
• Browse articles by category if you're unsure what to search for.
• Follow links within articles for more detailed guidance on related features.
• Check the Promoted Articles section for recently updated or commonly viewed content.

FIN AI

FIN AI is Vega's built-in AI support assistant, available from the chat icon in the bottom-right corner of both the Vega platform and the Knowledgebase.

FIN AI can help you:

• Answer questions about Vega functionality.
• Guide you through common tasks.
• Recommend relevant Knowledgebase articles.
• Escalate your enquiry to the Vega Support Team if further assistance is required.

Please note: If FIN AI creates a support ticket for the Vega Support Team, it will be treated as a General Support request and will incur the standard $50 + GST support fee.

Vega Solutions

The Knowledgebase is also available directly within Vega by navigating to:

Solutions > Find a Solution

From here you can:

• Search Knowledgebase articles.
• View organisation support tickets that relate to similar questions.
• Stay informed about recent platform updates.
• Access your own support requests.

• Book training sessions.

   

Your Support Requests

View and manage all of your current and previous support tickets. Check the status of each request, respond to the Support Team, mark tickets as solved, and search past tickets for previous answers.

News & Recent Updates

Stay informed about new functionality and platform improvements through:

• News & Recent Updates – The latest Vega newsletter.

• Publish Notes – A summary of new features, enhancements and bug fixes included in each release.

Whenever a new release is published, users will receive an in-app notification linking directly to the latest Publish Notes.

Vega Training

Browse available training modules, view the topics covered, and request a training session directly from this page.

Contacting the Vega Support Team

If you cannot find the answer using the Knowledgebase or FIN AI, you can submit a support request to the Vega Support Team.

Support tickets can be created through:

• The Knowledgebase (Submit a Request)
• FIN AI
• Email - support@vega.works 
• Vega Solutions (Raise a Support Ticket)

Any direct contact with the Vega Support Team will generate a support ticket.

Viewing Your Support Tickets in Knowledgebase

Once you're signed into the Knowledgebase, select your profile menu and choose My Activities.

From here you can:

• View all current and historical support tickets
• Respond to open requests
• Mark tickets as solved
• Search previous tickets for earlier responses

If enabled for your organisation, you'll also see an Organisation Requests tab.

This allows users to:

• View tickets submitted by colleagues
• Search previous support requests
• Prevent duplicate enquiries
• Optionally comment on organisation tickets (depending on your organisation's settings)

If your organisation would like this feature enabled, please ask an administrator to contact the Vega Support Team.

Ticket Statuses

Your support requests will display one of the following statuses:

• Open – Waiting for a response from the Vega Support Team.
• Waiting for your response – The Support Team has replied and requires further information.
• Solved – The request has been completed and closed.

You can submit a support ticket using the Submit a request option in the header. There are different options to choose from to ensure your request is directed to the correct person within the Vega Support Team:

Support Request Types

Choose the request type that best matches your enquiry.

General Support

General Support is intended for questions about using Vega or investigating unexpected behaviour.

To help us resolve your enquiry quickly, please include as much information as possible, including:

• Vega IDs for affected contacts
• Query names
• Document names
• Screenshots or screen recordings
• Steps to reproduce the issue

After submitting your request, you will receive:

• An automated confirmation email
• Your support ticket number
• Suggested Knowledgebase articles based on your enquiry

If one of the suggested articles resolves your question before a Support Team member responds, you can mark your ticket as Solved, and no support charge will apply.

If the Support Team determines the enquiry relates to a confirmed issue within Vega, your organisation will not be charged.

Training Requests

Book personalised training sessions with a member of the Vega Support Team.

When submitting your request, select the modules you would like to cover and your preferred training date. While we will do our best to accommodate your requested date, bookings are only confirmed once a member of the team has contacted you.

Training is invoiced once the booking has been confirmed.

Share an Idea

We welcome suggestions for new features and improvements.

Ideas submitted through this request type are automatically recorded within our development system for review. While individual responses are not provided, every suggestion is evaluated when planning future development.

If you would like your request prioritised, you can instead submit a Development Quote request.

Request a Development Quote

If your organisation requires new functionality or custom development, submit a Development Quote request.

Please include as much detail as possible so the team can accurately assess the request.

Where possible, you'll receive:

• A quotation for the work
• An estimated delivery timeframe
• Information about any limitations or alternative solutions

Development work is only scheduled once the quotation has been approved.

Suggest a Knowledgebase Article

If you couldn't find the information you were looking for, we'd love to know.

Submit a Knowledgebase suggestion to let us know:

• Which topic you searched for
• What information was missing
• How we could improve our documentation

This helps us continually improve the Knowledgebase for all Vega users.

Premium Support

Premium Support is ideal for organisations that regularly require assistance or would like faster access to the Vega Support Team.

For $500 + GST per month, your organisation receives:

• Up to 8 General Support tickets each month
• Priority ticket triage for faster response times
• A monthly 30-minute review with an Account Manager
• Guidance on getting the most from Vega
• The option to purchase additional General Support tickets at the standard rate

Please note:

• Unused support tickets do not roll over to the following month.
• Development work and training are quoted separately.
• Priority support improves response times but does not guarantee immediate resolution where development work is required.

Need More Help?

If you have searched the Knowledgebase, used FIN AI, and still require assistance, submit a support request and the Vega Support Team will be happy to help.

“Some content in this article may have been developed with the assistance of AI tools and reviewed by staff.”