Support

As of July 12, 2021, this "Learn Veracross" site has been deprecated.  It will remain live at least through October 1, 2021, but will no longer be updated. All knowledge content has moved to the new Veracross Community.  Please update your bookmarks. 

When you need help, we're there for you.

Articles

Client Troubleshooting Best Practices
Here is the new version of this article in the Veracross Community. Overview The following describes the recommended best practices for entering a good request ticket. Step 1: Describe your goal. Example: We are ready to open up repor...
Data Backup & Restoration Policies
Here is the new version of this article in the Veracross Community. Veracross stores nightly backups for one month and then monthly backups for 12 months. Backups can be pulled to restore data from any area of the system, however doing so requ...
Emergency Support During Non-Business Hours
Here is the new version of this article in the Veracross Community. Overview In some cases it is critical that clients contact Veracross immediately to resolve a problem.  During Veracross’ normal business hours, clients can contac...
School Point Person Responsibilities
Here is the new version of this article in the Veracross Community. Overview Our 10+ years of experience working with schools to implement and support Veracross is that success with Veracross is heavily dependent upon each school appointing a...
Technical Support Team (TST)
Here is the new version of this article in the Veracross Community. Overview The Technical Support Team (TST) is a client-response service, staffed 8:30am — 5:00pm (ET) Monday through Friday. It is a Tier 1 support layer that serves as ...
Veracross Setup Worksheet Overview
   Here is the new version of this article in the Veracross Community. Overview Veracross Setup is a tool to help Implementation Managers and new schools manage their implementation process. This software provides an online interface wh...
Transferring School Data for Implementation
  Here is the new version of this article in the Veracross Community. Overview This article provides instructions on how to transfer a school’s data to Veracross during the implementation process. Veracross uses ShareFile for file sh...
Veracross Community Transition
Here is the new version of this article in the Veracross Community. Overview As part of our continuing commitment to providing the best post-sales service to our customer community, we are busy at work building out a new Salesforce-based comm...
Enhancement Request
The Product Management Team at Veracross uses an established process to evaluate enhancement ideas from schools in an systematic and objective way.
Veracross Browser Support Policy
Veracross websites and applications are designed to work with modern standards-compliant browsers. Most browser vendors release updates on a regular schedule, so our browser support policy is defined relative to the latest stable version instead of listing specific supported versions.
How can clients ensure they can access the support portal?
Note: This applies to our Freshdesk-based support portal, not Axiom or portals. If one of your school’s users is having trouble accessing the client/support portal (usually when they are trying to submit a ticket), check the following: The...
How can I reset my Support Portal password?
The Support Portal login is tied to Axiom and — as such — Veracross is unable to reset your password, since Veracross does not track passwords. In order to access the support portal, you should perform the following steps: Visit h...
Am I able to grant other client portal users access to all of our school's tickets?
Yes, but granting users access to all tickets submitted by your school is something that only Veracross can do for you. If you would like this turned on for any users at your school, please submit a ticket through the Client Portal with this reque...