Support Glossary
These are terms you may encounter on the Help Center or in your interactions with the Vertican team.
| Term | Definition |
| Firm Administrator | An administrator signs-off on a Statement of Work, pays bills, and designates Support Coordinators. The Administrator has different permissions than Support Coordinators, who can only submit tickets. |
| Apptivo | Vertican's help desk software for managing services. |
| Bug | A bug is error or flaw within the program that causes it to malfunction. Find out more about Bugs vs Errors and what our policy is when Vertican determines an issue is the result of a bug. |
| Compliance Request | A type of incident in which the client requests copies of Certificate of Insurance, Data Center Information, or Auditing records pertaining to System and Organization Controls. Also known as a security audit or vendor assessment. Such requests do not count against your monthly support allowance. Submit your compliance request to vtcompliancecommittee@vertican.com. Do not create a support ticket and do not contact Client Success; otherwise, your request will be delayed. |
| Data Migration | The process by which the clients’ data is moved from one application/software to another. Where legacy systems are being replaced or augmented by new applications/processes. See the Professional Services section on Data Migration for details. |
| Emergency Services |
Emergency Services come with up to 2 hours of assistance and a 2-hour response time SLA. • Only the emergency issue can be serviced during the 2-hour maximum window. • If the emergency issue is resolved within the 2 hours, any unused time cannot be used for other issues. • If the emergency cannot be resolved within the 2 hours, additional hours may need to be purchased. Emergency Service during Weekend/Holiday hours must be designated a Severity Level 1 issue by Vertican. |
| Knowledge Base | The vPortal Knowledge Base is a searchable database for technical articles that have been reported and solved by Client Success. |
| Named User | All Vertican subscription software maintains Named User functionality. A Named User is a person who has been assigned to access Vertican software by an administrator. |
| Normal Service Hours | Normal Service Hours are 8:45 a.m. – 8:00 p.m. Eastern Time Monday-Thursday and 8:45 a.m. – 5:00 p.m. Eastern Time Friday, except for holidays. Vertican informs its clients in advance of its holiday schedule, but generally celebrates federal holidays and the day after Thanksgiving and closes early (when applicable) on December 24 and 31. |
| Professional Services | Professional Services encompass Web Based Consulting, Web Based Training, Business Consult & Custom Work, Data Migration, and vPro Service Package hours. It includes direct support when you need assistance beyond what the Ask Goldie AI support agent can provide as well as consulting on system requirements, migrations, performance enhancements, SQL queries, system configuration, automation, and advanced problem solving. For details on Professional Services, refer to the Professional Services page. |
| Statement of Work (SOW) | A written dated document or email describing any custom work requested by clients. Find out more about SOW. |
| Support Coordinators | A single Named User identified by the Client as someone who is authorized to contact Vertican on the Client's behalf. These individuals are authorized to coordinate Vertican services on behalf of the Client. Up to three (3) individuals can be specified by the client and identified in the vPortal. |
| vPortal | The vPortal allows for quick access to help manuals, firm management, and the vStore. |
| Weekend/Holiday Emergency Hours | Weekend and holiday service is only offered for Severity Level 1 technical support emergencies. The severity level is solely determined by Vertican. The hours are 9:00 a.m. – 5:00 p.m. Eastern Time on Saturday/Sundays/holidays. Vertican informs its clients in advance of its holiday schedule, but generally celebrates federal holidays and the day after Thanksgiving and closes early (where applicable) on December 24 and 31. |