If you need to contact deverus, you can access your Support Center from the Support tab of your Verocity system. Here, you can access:

Support tickets can be submitted when you need to:

You can submit a ticket by clicking on the messenger icon in the bottom right hand corner of your screen. When you select 'Ask a Question,' this will give you the opportunity to utilize our conversational AI to locate the answer you need, or contact the deverus Support team.

Ask deverus AI Support: This route will direct you to the conversational AI - it can answer questions about client ordering options, setting up drug screens, anything that is in the help center and more. You can always reach out to us if the AI is not able to answer your question.

Contact deverus Support: This route will collect a little more information from you and then route the conversation to the appropriate support team member.

The more information, the better! You can help our team reach a swift resolution to your inquiry by following these tips:

1. Provide specific information: Providing any relevant client IDs, user IDs, or search IDs when submitting your initial request will greatly reduce back-and-forth, and will allow the Support agent to begin investigating immediately upon receipt of your ticket.

2. Attach any relevant information: Screenshots, documents, or replication videos are great ways to "show" the Support team the issue you are describing within the ticket.

3. Replication steps: This information is vital, especially when an error message is received. There are varying customizations to each Verocity system, so knowing exactly where the issue is taking place in your system is valuable. In some scenarios, we can even follow your replication steps while monitoring logs for any errors, which can help pinpoint the root cause and lead to a faster diagnosis.

4. Separate tickets: Creating separate tickets for separate issues avoids any lost inquiries and helps us better serve you.

5. Isolate the issue: Let us know who is impacted and who isn't! This helps guide the initial investigation in the right direction depending on if it's a widespread issue, or happening for a single user.

Submitted: A deverus support resource is actively investigating/working on the ticket. There are no action items for the ticket requester if a ticket is in this status.

In Progress: A deverus support resource is actively investigating/working on the ticket. There are no action items for the ticket requester if a ticket is in this status.

Waiting on you: An agent is requesting additional information from the ticket requester. Tickets in Pending status have scheduled reminder emails. If a ticket remains in Pending status for a period of time without response from the requester, it will auto-solve.

Awaiting External Information: The agent is requesting information from a third party - code confirmation from i3, TAT from a vendor, etc.

In Progress with development team: The ticket is tied to an associated development ticket. When a development work order is completed, the ticket will automatically reopen for us to confirm functionality and solve the ticket.

Resolved: A deverus Support resource has provided an answer or tested a fix to confirm that the issue has been resolved.

Closed: The ticket will automatically update from 'Solved' status to 'Closed' status after a set time.
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​In-App:

The deverus Partner Success team utilizes an In-App messaging service to alert CRA admin users of platform issues, requests for feedback, and other items such as holiday coverage hours. These pop-up messages will show once an admin user logs into the admin module; however, these messages are not displayed to clients or HR users.

If a platform issue is preventing Admin users from logging in, the In-App messaging service will not be used. Instead, our Status.io page will be used to notify subscribers.

Status.io:

This website is a Third Party provider that allows businesses to update subscribers on issues, maintenance, and other items. Since Status.io does not live on the deverus platform, it is how deverus will notify subscribers of escalated issues. Users must enroll themselves into the mailing list by navigating to the page and selecting the 'Subscribe' button. If you are not already subscribed, we strongly recommend going to deverus.status.io and doing so.

Escalated issues will receive a root cause analysis (RCA) when one is made available.