Getting Help
- Patrick H (Unlicensed)
- Mark Fernie
- Ken Gordon
Please refer to our Incident Management Process for our full guide on how we support you!
Vivi only accepts Incidents through two channels:
Tickets which are logged through Vivi Central under the Support section in the left menu.
Phone calls to our contact center for high severity incidents (P1 and P2).
Raising an Incident outside of these channels can result in limitations of structure or prioritization. This means that a high-priority incident may be not be attended to immediately. We encourage all customers to make contact direct to the Support Team through these channels.
We kindly ask that you do not email our service desk directly or use the Atlassian ticketing portal to raise an Incident.
Our service desk is powered through Atlassian’s Jira Service Desk and an account will be automatically created for you as an IT admin through Vivi Central when you raise an Incident. When a response is added, an email will be sent to your email address which you can simply reply to, to communicate with our support staff.
Raising a ticket only takes 3 steps
Log in to Vivi Central and press the Support option
Press the Raise an Incident button on the Support page
Fill in and submit the form - we’ll email you
It’s important that the email you use in Vivi Central is the same as the email you are responding to the ticket with. Failure in doing so can result in your response not being captured on the Incident and not being responded to by our Support Engineers.
Whilst rare, please check your junk/spam folder to ensure that your mail filtering hasn’t marked emails from our system as spam. Alternatively, you can whitelist jira@vivi.atlassian.net to avoid any issues.
To get in touch with Vivi regarding high severity incidents (P1 and P2), please use the phone numbers provided below. We kindly ask that you have the same information prepared as you would when submitting a support ticket.
Please note that Vivi Support is authorized to only assist IT Administrators.
If you're a teacher or student seeking help with Vivi, please contact your school's IT department for support.
APAC: +61 1300 920 555
Americas: +1 800 265 1560
EMEA: +44 (0) 800 014 8997