Support, SLA & maintenance
Enterprise-grade support and maintenance keep a regulated service running: multiple channels, a severity-based SLA, a clear escalation matrix, continuous monitoring, and a maintenance plan that ships updates on every tier.
Veengu has SLAs and uptime SLAs in place. The exact SLA depends on the selected service package.
Everything the run-and-operate phase needs
Where the Services page covers how a platform gets built, this is how it is kept running once it is live.
Multiple channels
A ticketing portal, conference calls and email — with online chat available on the enterprise service level. Most information is self-serve through the portal, with transparent access to every open and closed ticket.
Severity-based SLAs
Incidents are categorised L1–L4 by business impact, each with its own target response. The exact SLA depends on the selected service plan.
Escalation matrix
A defined escalation path moves an incident up the response chain when impact or elapsed time warrants it — so critical issues never stall in a queue.
Continuous monitoring
Infrastructure and component health are monitored continuously, with heartbeat checks, auto-restart, and alerting feeding the incident-response process.
Maintenance & updates
Dependency updates and security patches ship through the Support & Maintenance plan on every tier, delivered under a documented continuous-delivery release policy.
Documentation portal
User guides, system overview, deployment guides, release notes, API specifications, and customer-specific project documentation — all available through the online portal.
Training & knowledge transfer
Every project includes a remote knowledge-transfer session sized to its complexity, plus continuous support through UAT, SIT and go-live. Additional training is available on request.
Reports on demand
Availability, incident and activity reports can be requested on demand; day-to-day status is visible directly in the ticketing portal.
From raised ticket to resolution
Every issue follows the same path — categorised, assigned a severity, worked to a resolution, and closed — with escalation available at any step.
Channels, knowledge, and operations
Three surfaces back every support engagement — how you reach us, what you can read, and how the platform is watched.
Frequently asked questions
What support channels does Veengu offer?
Enterprise support runs through a ticketing portal, conference calls and email, with online chat available on the enterprise service level. Most information is self-serve through the portal, which gives transparent access to every open and closed ticket.
How are incidents prioritised, and what are the response times?
Incidents are categorised into four severity levels — L1 urgent/critical, L2 high/moderate, L3 problem management, and L4 change management. Each level carries its own target response, and the exact SLA depends on the selected service plan.
Does Veengu have an SLA and an escalation matrix?
Yes. Veengu has SLAs and uptime SLAs in place, with a defined escalation matrix and continuous monitoring. Exact SLAs depend on the selected service package.
How are updates and security patches delivered?
Dependency updates and security patches are delivered through the Support & Maintenance plan, included on every tier, under a documented continuous-delivery release policy with staged rollout and automatic rollback.
Is training included?
Each project includes a remote knowledge-transfer session whose duration depends on project complexity, together with continuous support through UAT, SIT and go-live. Additional training sessions for existing or new employees are available for an additional fee.
What documentation do customers get?
Through the online portal: user guides, a system overview, deployment guides, release notes, API specifications, and customer-specific documentation such as project scope, discovery reports, custom flows and integrations.
Keep exploring
Services
How Veengu delivers — end-to-end or joint delivery models.
ReadFor developers
APIs, sandbox, certification path, and the release policy.
ReadCore banking security
Encryption, access control, secure development, monitoring.
ReadHigh availability for banks and fintechs
Multi-zone by design; blue-green upgrades; recovery.
ReadSaaS or on-premise
Who owns operations under each deployment model.
ReadEnterprise FAQ
Straight answers to common procurement questions.
ReadTalk through your support requirements
Tell us your operator type, target scale, and the support posture you need. We respond within three business days.