Vega Support

You can access support for using Vega here on the knowledgebase or within the Vega platform. If you require further support from the Vega Support Team, then you can submit a support ticket, and these are charged a $50 +gst admin fee, which will be invoiced to your organisation at the start of each month for the previous month. Please note, if further development work or training is required then this will be quoted and charged. We also offer a Premium Support option, as detailed below.

 

Vega Knowledgebase

Your Vega user does not automatically create a user in the knowledgebase, you will need to register using the same email as your Vega user if you have not done this already, and you can then sign in to ensure you do not miss any locked articles, get access to your support tickets, and view the Community topics.

 

Help articles

Vega continues to add new articles and update the knowledgebase to allow users to find answers to questions on Vega functionality and using the platform.

You can use the search function to enter keywords and find related articles to help answer any questions you might have. Please do not be too specific in your search criteria, as this will limit the articles returned.

The knowledgebase is divided into sections to allow you to easily browse articles relating to the same category. Some help articles will also include links to other articles where functionality has been broken down into smaller pieces or that relate to other areas of Vega. 

Make sure you also keep an eye on the Promoted articles on the home page as they will include the most relevant articles for recent changes.

 

Support Tickets

Once logged in, you can access your support tickets by clicking the dropdown next to your profile name and then My activities:

 

You will be able to see a full history of your support tickets, including those raised by another user that you're CC'd on. There is an optional tab, Organisation requests, which will allow all users to see all tickets submitted by your organisation. This needs to be enabled by a member of the Vega Support Team, so please ask an admin user to get in touch with us if you would like this enabled for your user or your whole organisation. The organisation-wide setting also has the option for other users to comment on these organisation tickets or just view them. These tickets can be searched, so they can be a useful tool to prevent multiple users from your organisation from raising the same support questions or losing information provided to other users.

The status column will indicate if it is open and with the Vega Support Team to come back to you, if it is awaiting reply and we have responded or require more information, or the ticket has been solved.

You can click on a ticket to open it and respond or mark it as solved if your question has been answered.

 

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:

General Support

This can be used to get an answer to your question from the Vega Support Team. Please provide as much detail as possible to help us answer your question efficiently. For example, if your question relates to a specific contact or you have example contacts, please include the Vega ID's of these contacts; if your question is about a query, please provide the name of the query; if your question is about a document, please provide the name of the document. If you can provide screenshots or screen recordings, then please do so as this will help us understand your question better.

These tickets will include a charge of $50 +gst to your organisation. When you submit your request, you will receive an automated email with the ticket number assigned, and this will include suggested help articles that might answer your question based on the information provided. If one of these articles does provide the answer you need and the Vega Support Team has not responded to your ticket yet then you can mark it as solved, and you will not be charged.

If it is determined that your question relates to an issue within Vega, then you will not be charged for this.

 

Training Request

Please use this option to book training with a member of the Vega Support Team, selecting the modules you would like to cover. You can select your preferred date for the training but this will not guarantee a staff member will be available on this date. You will receive an automated email response that we have received your request but your training will not be booked until you hear back from a member of the team confirming this. Your organisation will be issued an invoice for the training when the booking is confirmed. 

 

Share an idea

We would love to hear your ideas for any changes or updates you would like to see in Vega. Please ensure you include a full description and details of your idea so we can assess this effectively. These requests will receive an automated email response to provide a ticket number and lodge the request in our support system but will not receive a direct response from the Vega Support Team. Every idea that is submitted will be reviewed and evaluated based on the positive change it can have for our Vega users and the development work involved to achieve this. We will always take these into consideration when planning our team's development work and the future roadmap of Vega. If you would like to have your idea prioritised, then you can use the option below to receive a quote.

 

Request a development quote

If there is a change or new feature you would like to see in Vega, then you can use this option to provide details of this and the Support Team will come back to you with a quote for the work to be completed. Not every request can be met, and we will let you know if this is not a possibility. You will also receive an estimate of the completion date and will need to confirm the quote before the work is scheduled. Once a development quote is approved, then your organisation will receive an invoice for this.

 

Sign up for Premium Support

If you would like to upgrade your organisation's support offer to Premium Support, then you can submit this request, and the team will set up the monthly charge for you. Please see further below for more information on the advantages of premium support.

 

Suggest a knowledgebase help article

If you have tried searching for an answer to your question and browsed the help articles but are still unable to find it, then please submit a request using this option to let the team know so we can update the help articles to include this detail. The help articles will only relate to Vega functionality, so if your question is more strategic or fundraising-focused focused then you will need to submit a general support request to receive help on this.

 

Vega Solutions

The Vega Knowledgebase and all help articles are also available from within Vega > Solutions > Find a Solution. You can use the search option to enter keywords, and relevant help articles will be provided to you. These search results will also include any organisation tickets that may be relevant where a similar question has been asked and answered in the past.

 

Solutions also includes some other tabs to help you stay up to date with the latest news and changes within Vega, as well as providing a view of your support tickets and options to book training.

 

News & Recent Updates

This tab will be updated with the latest Vega newsletter which is sent out to all users.

 

Publish Notes

This tab will display the News & Updates Knowledgebase article, which is updated when changes are made to the platform. This includes new features which are released and any fixes made. When a publish is completed an alert will be sent out to all users, which is displayed on your screen when logged into Vega, with a link to this article. 

 

Your Support Requests

This tab allows you to see all of your support tickets. This view will include the status of your tickets. If they are 'Open', then it is waiting on a response from the Vega Support Team, or it will show as ' Waiting for your response' to indicate we have responded to your question or require more information from you. You can click these rows and add a comment to update the ticket, as well as mark it as solved if you do not require any further support.

You will also be able to see a full history of your support tickets, including those that have been solved. There is a search function which allows you to easily find answers the Vega Support Team has provided on previous tickets.

 

Vega Training

This will display the different training modules currently offered with a summary of the topics and functionality covered. You can request to book a training session from this page using the Book now button next to the applicable module. Please include your preferred date for the training, and we will do our best to accommodate this, but it is not guaranteed. You will receive an automated email response when this is submitted, but your training will not be booked until you hear back from a member of the team confirming the details with you. Your organisation will be issued an invoice for the training when the booking is confirmed. 

 

Premium Support

If your organisation is a heavy user of support or would like added benefits, then we recommend you sign up for our premium support package.

• Get 8 general support tickets included per month. You will have the option to submit further support tickets if required, and they will be charged at the standard $50 +gst. If 8 tickets are not used in the month, they will not carry over to the next month. If further development work or training is required from the initial support ticket, then this will be quoted and charged.
• We will prioritise the triage of your tickets for a faster response rate from the Vega Support Team. Depending on the nature of the ticket, this won't necessarily result in an immediate resolution where a development change is required. 
• Your organisation will receive a monthly 1/2 hour review with an account manager to assess the status of your tickets and assist with any issues relating to using Vega optimally (we may recommend additional training, and training fees will still apply)
• Premium Support will incur a monthly charge of $500 +gst.