Enterprise support, built around your team
Around-the-clock help five days a week, a dedicated Customer Success Manager who knows your account, and real people on email, Microsoft Teams, and live chat. From onboarding to scale, your content never waits in a ticket queue.
How to reach us
Three ways to reach a real person
Pick the channel that fits the moment. Every request is tracked, owned, and followed through — no black-hole tickets.
Email support
Send us the details and get a tracked, threaded response from a support engineer. Best for issues you can describe in writing, with logs or screenshots attached.
- One address for your whole team
- Every request tracked to resolution
- Attach files, logs, and screenshots
Conference call on Microsoft Teams
Jump on a scheduled Microsoft Teams call to screen-share, walk through a workflow, or work through a complex issue live with our team.
- Screen-share and live troubleshooting
- Scheduled through your CSM or support
- Ideal for onboarding and deep dives
Live chat support
Get quick answers in real time for day-to-day questions, without leaving your workflow. For fast, in-the-moment help.
- Real people, not just a bot
- Fast answers to everyday questions
- Escalates to email or a call when needed
Dedicated Customer Success
A Customer Success Manager assigned to your account
Every enterprise gets a named Customer Success Manager who knows your goals, your workflows, and your team. They own your onboarding and stay close through every stage — so questions get answered by someone who already has the context.
Owns your onboarding
Plans and runs your rollout end to end — setup, integrations, and team training — so you reach value fast.
Your single point of contact
One person accountable for your queries, coordinating the right technical, product, or business expert behind the scenes.
Proactive, not reactive
Regular check-ins and reviews to catch blockers early, share best practices, and plan for scale.
Owns escalations
When something is urgent, your CSM drives it to resolution and keeps you informed the whole way.
What we support
Technical, product, and business support
Whatever the question, there's a team that owns it — so you always reach the right expert.
Technical support
For your engineers and IT teams: APIs, SDKs, MCP, connectors, integrations, and anything to do with how Vitra runs in your stack.
- APIs, SDKs, MCP, and connectors
- Integration and deployment help
- Security, access, and configuration
Product support
For your day-to-day users: how to create, personalize, translate, and QC content across video, image, website, and documents.
- How-to guidance across every product
- Workflows, features, and best practices
- Troubleshooting jobs and outputs
Business support
For your admins and decision-makers: plans, billing, provisioning, usage, and scaling Vitra across teams and regions.
- Plans, billing, and provisioning
- Usage reviews and scaling
- Procurement, security, and compliance
Coverage & response
24/5 coverage, with a clear path for anything urgent
Our team is available around the clock, Monday through Friday, across time zones. Priority requests are triaged fast, and your Customer Success Manager owns any escalation from first response to resolution.
24/5 availability
Around-the-clock support Monday to Friday, so wherever your teams work, someone is on.
Priority-based response
Requests are triaged by impact. Critical, business-blocking issues jump the queue and are actively worked.
Clear escalation path
Your CSM and support engineers coordinate on urgent issues, with response commitments set in your enterprise agreement.
Secure by default
SOC2, GDPR, and VAPT compliant, with role-based access and encryption — support that meets your security bar.
Support FAQs
Common questions about enterprise support at Vitra. Still need help? Reach your Customer Success Manager or email our support team.
