Services
Ongoing Maintenance & Support
Veridian is your live helpdesk with immediate support.
Fixed in minutes. Not weeks
Gone are the days of opening and closing support tickets to only have your issue not resolved for weeks. If problems arise, Veridian is on call to solve them immediately.
Never feel alone
Veridian's expert resources are always there to assist your needs. Never feel issues aren't getting the proper attention with Veridian's immediate ongoing support.
What is ongoing maintenance and support for a supply chain system?
Ongoing maintenance and support is expert help for a live warehouse management or order management system: resolving incidents, making changes, keeping environments healthy and answering the questions that come up every day in a working distribution center. Veridian is your live helpdesk with immediate support. Gone are the days of opening and closing tickets only to have the issue sit unresolved for weeks. If problems arise, Veridian is on call to solve them.
Why does a WMS need dedicated support?
A warehouse cannot wait. When a wave will not release, a carrier interface stops, a label prints wrong or a receipt will not close, trucks miss cut-offs and customers notice. Internal IT teams are rarely staffed with Manhattan Associates specialists, and vendor support is organized around software defects rather than your operation. Veridian's expert resources are always there, so you never feel alone and never feel that an issue is not getting the proper attention.
What does Veridian support include?
| Support area | What we do |
|---|---|
| Incident resolution | Diagnose and fix production issues in the WMS or OMS, its interfaces and its data, with a response that matches the operational impact. |
| Change requests | Configuration changes, new rules, labels, reports and small enhancements, built, tested and deployed through a controlled process. |
| Environment management | Keep development, test and production environments in sync and healthy, and manage file and configuration deployments. |
| Release and patch support | Assess, test and apply Manhattan Associates patches and releases without disrupting the operation. |
| Monitoring and prevention | Watch interfaces, queues and jobs so recurring problems are fixed at the root rather than repeatedly. |
| Advice and training | Answer "how do we..." questions, coach super-users and document procedures. |
How does the engagement work?
- Onboarding. We learn your system, integrations, environments and operating calendar, and agree on priorities, escalation paths and coverage windows.
- Live helpdesk. Your team contacts Veridian directly; a consultant who knows your system responds, not a ticket queue.
- Controlled change. Changes are built in non-production, regression-tested with ScriptWriter, migrated with ConfigBuilder and deployed with FileSync, with version history for every file.
- Review. Regular reviews of incident trends, open changes and improvement opportunities, feeding into optimization when it makes sense.
What does the client provide?
A point of contact for operations and one for IT, access to environments and logs, and a change-approval process on your side. Everything else, including the specialist knowledge, is Veridian's job.
Deliverables and team shape
Clients receive resolved incidents with root-cause notes, documented and tested changes, a maintained environment and deployment history, and periodic service reviews. Support is delivered by a named team of Veridian consultants with Manhattan Associates experience, sized to the number of facilities and the coverage window the client needs, so the people answering your call already know your system.
How does this fit with Manhattan Associates and AutoMate?
Veridian is a preferred implementation partner of Manhattan Associates and supports Manhattan WMS and OMS environments day to day. The AutoMate suite is central to how we support them: ConfigBuilder keeps environments in sync so that fixes work in production the way they did in test, ScriptWriter re-runs tests automatically when a change is introduced, and FileSync deploys files across servers in seconds with a full version history. Automation is why support from Veridian is both fast and safe.
When does a company need this service?
- Your implementation partner has rolled off and the internal team is thin on WMS or OMS expertise.
- Issues are taking days or weeks to resolve through current channels.
- You want changes made regularly without a full project each time.
- You are planning upgrades or patches and need them tested and applied without disruption.
Frequently asked questions
How fast does Veridian respond to a production issue?
Veridian operates as a live helpdesk: your team reaches a consultant who knows your system directly, and response is prioritized by operational impact. Specific coverage windows and escalation paths are agreed during onboarding.
Do you support systems Veridian did not implement?
Yes. Onboarding includes learning the existing configuration, integrations and environments so the team can support them effectively.
Which systems does Veridian support?
Manhattan Associates warehouse management (WMOS and Manhattan Active) and order management systems, including their interfaces to ERP, carrier and automation systems.
Can the support team also make changes and enhancements?
Yes. Change requests are built in non-production environments, regression-tested with ScriptWriter, migrated with ConfigBuilder and deployed with FileSync, then documented.
How is Veridian support different from vendor support?
Vendor support addresses software defects. Veridian supports your operation: configuration, integrations, data, process questions and changes, as well as coordinating with the vendor when a defect is involved.
Software to support your needs
Save time with automated configuration, no-code scripting, and file management solutions made simple.
Preferred implementation partner of:
Meet customer demands and improve efficiency
Ensuring a successful implementation has never been easier with the help of Veridian’s modern approach to supply chain technology, expert staff, and automation tools.
Meet customer demands and improve efficiency
Ensuring a successful implementation has never been easier with the help of Veridian’s modern approach to supply chain technology, expert staff, and automation tools.