Support

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Articles

Client Training and Support
Overview Veracross provides training and support to its clients in three major areas: documentation, training, and support. Learn Veracross (this site) Find documentation articles, webinars (both upcoming and recorded), product updates (c...
Subscribing to Learn Veracross
Overview You can subscribe to just about any category page throughout the entire Learn Veracross site. When you are subscribed, you will get an email notification in a "daily digest" format of new and updated articles in that category ...
Client Troubleshooting Best Practices
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 report card grade entry for MS S2.   Step 2: Describe the problem. Exa...
Data Backup & Restoration Policies
Veracross stores nightly backups for one month and then weekly backups for 12 months. Backups can be pulled to restore data from any area of the system, however doing so requires significant engineering time. If data need to be restored due to an ...
Emergency Support During Non-Business Hours
Overview In some cases it is critical that clients contact Veracross immediately to resolve a problem.  During Veracross’ normal business hours, clients can contact Veracross directly by submitting a ticket to the Client Portal or by r...
School Point Person Responsibilities
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 School Project Manager (SPM) to oversee the implementation and subsequent...
Submitting and Managing Tickets in Client Portal
Overview When submitting support tickets in the Client Portal, providing the right information can ensure the problem is resolved as quickly as possible. The more specific the description of the problem, the more likely a TST member or your account...
Technical Support Team (TST)
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 the first stop for all tickets, and the entire stop for man...
Using the Client Portal
Overview The Veracross Client Portal (http://support.veracross.com) is a tool for school point people and certain departmental champions to interface with Veracross account managers and Technical Support Team on a variety of issues. This article i...
Veracross Setup Worksheet Overview
Overview Veracross Setup is a tool to help Account Managers and new schools manage their implementation process. This software provides an online interface where all configuration questions related to each area of the system may be answered. School...
Transferring School Data for Implementation
Overview This article provides instructions on how to transfer a school’s data to Veracross during the implementation process. Veracross uses  ShareFile for file sharing. Your ShareFile account can be used to send both initial and final...
Enhancement Requests
The Product Management Team at Veracross uses an established process to evaluate enhancement ideas from schools in an systematic and objective way.
Veracross Clearinghouse for COVID-19 Resources
Discover resources related to COVID-19 (coronavirus).
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, rather than listing specific supported versions.
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.