Veeva Application Support & Managed Services
Comprehensive support and managed services for Veeva CRM, Vault, and the complete Veeva ecosystem to keep your pharmaceutical operations running smoothly.
Expert Veeva Application Support by IntuitionLabs
IntuitionLabs provides comprehensive Veeva application support services specifically designed for pharmaceutical and life sciences organizations. Our team of Veeva-certified experts ensures your Veeva CRM, Vault, MyInsights, Nitro, and related systems run smoothly, securely, and in compliance with industry regulations. We help you maximize your Veeva investment through proactive monitoring, rapid issue resolution, and continuous optimization.
Our Veeva Application Support Services
- 24/7 System Monitoring: Continuous monitoring of Veeva applications with proactive alerting and immediate response to performance issues.
- Rapid Issue Resolution: Expert troubleshooting and resolution of technical issues, workflow problems, and integration failures.
- User Help Desk: Dedicated support for end users with quick response times and comprehensive issue tracking.
- System Maintenance: Regular maintenance activities including configuration updates, data cleanup, and performance tuning.
- Upgrade Management: Planning, testing, and execution of Veeva releases and upgrades with minimal disruption.
- Compliance Support: Ensuring systems meet FDA 21 CFR Part 11, GxP, and other regulatory requirements.
Proactive Monitoring & Maintenance
Expert Troubleshooting & Resolution
User Support & Enablement
System Optimization & Performance Tuning
Comprehensive Veeva Support Services
Full-spectrum support to keep your Veeva applications running smoothly and your teams productive.
24/7 Monitoring & Alerting
Continuous monitoring of system health, performance metrics, and integration status with immediate alerting and response.
Learn moreHelp Desk Services
Dedicated support for end users via phone, email, and portal with comprehensive issue tracking and SLA management.
Learn moreIssue Resolution & Bug Fixes
Expert troubleshooting and resolution of technical issues, configuration problems, and workflow errors.
Learn moreSystem Maintenance
Regular maintenance including configuration updates, data cleanup, security patching, and performance tuning.
Learn moreUpgrade Management
Planning, testing, validation, and execution of Veeva releases and upgrades with comprehensive documentation.
Learn moreTraining & Documentation
User training programs, administrator training, custom documentation, and knowledge base management.
Learn morePerformance Optimization
Regular performance assessments, bottleneck identification, query optimization, and workflow improvements.
Learn moreCompliance & Audit Support
Maintaining compliant audit trails, preparing for regulatory inspections, and ensuring GxP compliance.
Learn moreIntegration Monitoring
Monitoring and maintenance of Veeva integrations with CRM, ERP, data warehouses, and third-party systems.
Learn moreFlexible Support Service Levels
Standard Support
Business hours support with next-business-day response times
- 8×5 help desk coverage
- Email and portal support
- Issue tracking and reporting
- Quarterly system health checks
- Standard upgrade support
Premium Support
Extended hours support with rapid response times
- 12×5 help desk coverage
- Phone, email, and portal support
- Priority issue resolution
- Monthly system health checks
- Priority upgrade support
- Dedicated account manager
Enterprise Support
24/7 support with guaranteed response times and SLAs
- 24×7×365 help desk coverage
- All support channels
- Guaranteed SLAs (15min for P1)
- Continuous monitoring
- Proactive optimization
- Dedicated support team
- On-site support options
Service Level Agreement (SLA) Matrix
Our response and resolution times are tailored to the severity of the issue and your support tier.
| Priority | Description | Standard | Premium | Enterprise |
|---|---|---|---|---|
| P1 - Critical | System down, major functionality unavailable, data loss risk | 4 hours Business hours | 1 hour Extended hours | 15 minutes 24/7 |
| P2 - High | Major feature not working, significant user impact, workaround available | 8 hours Business hours | 2 hours Extended hours | 1 hour 24/7 |
| P3 - Medium | Minor feature issue, limited user impact, workaround exists | Next business day | 4 hours Business hours | 4 hours Business hours |
| P4 - Low | General questions, documentation requests, enhancement requests | 2 business days | 1 business day | 1 business day |
*Response times represent initial acknowledgment and assignment to a qualified engineer. Resolution times vary based on issue complexity and may require coordination with Veeva support.
Engagement Models & Pricing Structures
We offer flexible engagement models to match your operational needs and budget requirements.
Managed Services Retainer
Fixed monthly fee for ongoing application support with dedicated resource allocation. Ideal for predictable support needs and budget planning.
- • Includes monthly support hours allocation
- • Proactive monitoring and maintenance
- • Regular health checks and reporting
- • Priority response for all issues
- • Rollover or burn-down unused hours
Time & Materials (T&M)
Pay-as-you-go model billed hourly or daily for support services. Best for organizations with variable or project-based support needs.
- • Flexible resource scaling
- • No minimum commitment
- • Detailed time tracking and reporting
- • Standard or expedited rates available
- • Invoice based on actual usage
Hybrid Model
Combination of retainer for base support with T&M for additional requests. Provides stability with flexibility for peak periods.
- • Base retainer for core support
- • Additional hours at discounted T&M rate
- • Ideal for growing organizations
- • Supports seasonal demand fluctuations
- • Quarterly or annual planning cycles
Outcome-Based Support
Performance-based pricing tied to specific business outcomes and KPIs. Aligns our success with your operational goals.
- • Defined success metrics and KPIs
- • System uptime guarantees
- • User adoption improvement targets
- • Performance optimization goals
- • Risk/reward sharing model
Veeva Applications We Support
Veeva CRM Suite
- • Veeva CRM
- • Approved Email
- • Engage
- • Events Management
- • Sample Management
- • CLM
Veeva Vault Suite
- • Vault PromoMats
- • Vault MedComms
- • Vault eTMF
- • Vault RIM
- • Vault QMS
- • Vault Safety
Analytics & Data
- • Veeva MyInsights
- • Veeva Nitro
- • Veeva Link
- • Veeva Network
- • Custom Dashboards
- • Data Integrations
Our Support Approach
Proactive Management
We don't wait for issues to occur. Our continuous monitoring and proactive maintenance identify and resolve potential problems before they impact your users.
Regulatory Expertise
All support activities follow pharmaceutical industry best practices and regulatory requirements, with comprehensive audit trails and documentation.
Continuous Improvement
Regular system assessments, performance reviews, and optimization recommendations to continuously improve your Veeva environment.
Support Operations & ITSM Integration
Our support operations follow ITIL best practices and integrate seamlessly with your existing IT Service Management tools.
Incident Management
- • Multi-channel ticket submission (email, portal, phone)
- • Automatic severity classification and routing
- • Real-time status updates and communication
- • Root cause analysis for recurring issues
- • Integration with ServiceNow, Jira Service Desk, or your ITSM
Change Management
- • Structured change request and approval process
- • Impact assessment and risk evaluation
- • Change Advisory Board (CAB) participation
- • Rollback procedures and contingency planning
- • Post-implementation review and validation
Knowledge Management
- • Centralized knowledge base for common issues
- • Self-service portal for end users
- • Standard operating procedures (SOPs)
- • Lessons learned documentation
- • Best practices repository
Escalation Procedures
- • Tiered support structure (L1/L2/L3)
- • Direct escalation path to Veeva support
- • Executive escalation for critical issues
- • Vendor management and coordination
- • Clear escalation criteria and timelines
Validation & Compliance Support
Comprehensive validation services to ensure your Veeva systems remain compliant with 21 CFR Part 11 and GAMP 5 requirements.
Installation Qualification (IQ)
- • Environment setup documentation
- • System configuration verification
- • Infrastructure readiness assessment
- • Security controls validation
Operational Qualification (OQ)
- • Functional testing protocols
- • Workflow validation scripts
- • Integration testing documentation
- • User role and permission testing
Performance Qualification (PQ)
- • Business process validation
- • User acceptance testing (UAT)
- • Load and performance testing
- • End-to-end scenario validation
Release Validation Support
For each Veeva release (3x per year), we provide:
- • Impact assessment and risk analysis
- • Regression testing in sandbox environments
- • Change control documentation
- • Validation protocol updates
- • Traceability matrix maintenance
- • Validation summary reports
Post-Implementation Optimization Services
Continuous improvement programs to maximize your Veeva investment beyond initial go-live.
Quarterly Health Checks
- • System performance analysis
- • User adoption metrics review
- • Configuration optimization opportunities
- • Integration health assessment
- • Security and compliance review
- • Capacity planning recommendations
User Adoption Programs
- • Usage analytics and reporting
- • Adoption barrier identification
- • Targeted training interventions
- • Power user programs
- • Champion networks development
- • Change resistance mitigation
Performance Tuning
- • Query and report optimization
- • Workflow efficiency improvements
- • Data model refinement
- • API performance optimization
- • Page load time reduction
- • Resource utilization analysis
Feature Adoption
- • New release feature evaluation
- • Business value assessments
- • Proof-of-concept implementations
- • Rollout planning and execution
- • User feedback collection
- • ROI measurement and reporting
Veeva Application Support: Frequently Asked Questions
Ready to Optimize Your Veeva Support?
Contact IntuitionLabs to discuss how our expert Veeva application support services can keep your systems running smoothly and your teams productive.
Schedule a Support Assessment