Onboarding guide
Support at VTEX
2. How VTEX Support works
How VTEX Support works
VTEX Support is provided online and allows you to open tickets with different priority levels, depending on your store location. Tickets can be opened on the support page, which requires user account authentication. Three authentication methods are available:
- Token received via the email added to the store.
- Login using a Google account.
- Email and password with two-factor authentication via app or SMS.
To get authentication authorization, the user must have access to the VTEX Admin and a role associated with License Manager resources. .
VTEX Support is divided in regions, and each region has its own service level agreement (SLA), priority, and Customer Excellence (CX) team available for that region. These are the regions where support operates:
- Brazil
- Latin America (LATAM, except Brazil)
- Asia-Pacific (APAC)
- United States (US)
- Europe, the Middle East and Africa (EMEA)
The following table shows an overview of the Help Center's main articles by region:
| Region | Help Center article |
|---|---|
| Global | Article: How does VTEX support work? It explains how support works globally, covering ticket management, regional schedules, satisfaction surveys, and services such as monitoring. It also includes resources such as the Help Center, Developer Portal, and announcements about platform updates. |
| Brazil only | Article: VTEX Support - Brazil It shows the availability, SLA, and resources available to clients in Brazil. |
| United States only | Article: VTEX Support - United States It shows the availability, SLA, and resources available to clients in the United States. Available only in English. |
| Europe, the Middle East and Africa (EMEA) only | Article: VTEX Support - EMEA It shows availability, SLA, and resources available to clients in the EMEA region. Available only in English. |