Getting Help

Please refer to our Incident Management Process for our full guide on how we support you!

How to contact Vivi

Vivi only accepts Incidents through two channel:

  • Tickets which are logged through Vivi Central under the Support section in the left menu.

  • Phone calls to our contact centre (details of numbers below).

Raising an Incident outside of these channels can result in limitations of structure or prioritisation. 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.

Please do not email our service desk directly or use the Atlassian ticketing portal to raise an Incident.

Raise a Support Ticket

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.

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.

Phone Support

You can contact Vivi on the phone via the below numbers, we do ask that you try and have the same information ready as you would should you be raising a ticket.

  • APAC: +61 1300 920 555

  • Americas: +1 800 265 1560

  • EMEA: +44 (0) 800 014 8997