Avetta Customer Service — Expert Guide for Contractors and Clients

Overview of Avetta customer service

Avetta provides a global supplier prequalification and contractor management platform; customer service is structured to support two distinct user groups: client companies (owners/contract managers) and suppliers/contractors. The support model combines self-service (knowledge base and tutorials), a ticketing/help-desk system, and dedicated account management for enterprise clients. For complex compliance or onboarding programs, Avetta often pairs software support with program consulting to drive adoption and reduce noncompliance.

Expect responses and service levels that vary by subscription tier. Self-service resources (help articles, video walkthroughs) cover 80–90% of routine issues—document uploads, certificate templates, and profile edits—while account managers and premium support handle escalations like multi-site rollouts, integration with procurement systems (ERP), and third‑party data feeds.

Contact channels and typical hours

Primary contact channels are: the Avetta web portal (support ticket submission), a knowledge base (self-help), live chat within the client portal where available, and email for follow-ups. For enterprise customers, direct outreach is available through an assigned account manager. Avetta lists up-to-date contact methods on https://www.avetta.com/support; use the portal to create a ticket to ensure traceability and SLA enforcement.

Typical operating hours for North American support centers are business days, 8:00–18:00 local time; global coverage varies. If you require 24/7 coverage, confirm that it’s part of your contract or subscribe to a higher-tier support package. Industry-standard initial response times are often 24–72 hours for non-urgent tickets; urgent operational outages should be routed through the emergency escalation path provided in your contract.

Phone and live support — what to prepare

When you call or request a live session, come prepared with concrete identifiers: your Avetta company ID, user email, contractor/vendor ID (if applicable), the affected project or site name, and specific document names (certificate file names or upload timestamps). Having the exact error message or a screenshot reduces resolution time by an estimated 30–50% in practice.

Escalation steps should be agreed upon at contract kickoff. A typical escalation ladder: Tier 1 help desk → Technical Specialist → Account Manager → Program Director. For urgent compliance exceptions (e.g., expiring certificates for a critical project), request a time-bound resolution (e.g., temporary approval for X days) and document the approval in the ticket to protect both parties.

Ticketing, email, and portal workflows

Submit issues through the Avetta portal to generate a ticket ID for audit trails. Required fields usually include: issue type (billing, onboarding, technical, compliance), impacted entities, severity level, and attachments. Use CSV or PDF attachments for bulk uploads; for large data transfers, coordinate secure file transfer with your account manager. Track ticket status and comments in the portal—this is your proof of communication during audits.

Good ticket hygiene speeds resolution: include timestamps, impacted users, recent changes (software, firewall rules, certificate renewals), and attempts already made. If you receive a “document rejected” notice, the ticket should specify the rejection reason (missing signature, wrong coverage amount, expired date) so you can remediate quickly—avoid vague requests that create back-and-forth delays.

Onboarding and training support

Onboarding timelines depend on program complexity: a single-site supplier can often complete profile setup in 2–7 days using self‑service; multi-vendor program rollouts for large clients commonly run 4–8 weeks, including policy configuration, integrations (SFTP/API), and pilot testing. Expect an initial project plan with milestones for data migration, site mapping, and pilot supplier approvals.

Training is available as live webinars (60–90 minutes), on-demand video modules, and custom workshops. For enterprise customers, dedicated training sessions and train‑the‑trainer options are common. Custom training rates (when applicable) are typically billed separately—example market rates range $150–$300 per hour for specialized workshops—confirm pricing in your statement of work.

Documentation management and verification process

Avetta’s verification workflow is document-centric: upload certificates, safety programs, licenses, and policies in the supplier profile; the platform validates metadata (expiration, issuer) and flags missing or inconsistent fields. Verification turnaround depends on volume—individual documents often verify within 1–7 business days; bulk or complex verifications (multi-jurisdictional licenses, multi-year histories) can take longer and may require additional manual review.

Common rejection reasons include: incorrect insurer name, missing policy wording, insufficient limits, expired endorsements, or wrong entity name. To reduce rejections, standardize document names (e.g., “CompanyName_GeneralLiability_2025-06-30.pdf”), include an insurer’s NAIC number if available, and maintain a rolling renewal process with 30–60 days’ buffer before policy expiration.

Escalation, SLAs and performance metrics

Track key service metrics: initial response time, average resolution time, first‑time resolution rate, and document verification throughput. Recommended internal SLA targets for a smooth program: initial response ≤ 24 hours, resolution for operational issues ≤ 72 hours, and document verification ≤ 3–7 business days depending on complexity. Include these SLAs in your service agreement and require reporting cadence (monthly/quarterly).

Use dashboards and monthly scorecards to monitor compliance trends, pending expirations, and supplier engagement rates. Clients that run quarterly reviews with their Avetta account team typically reduce noncompliance by 25–40% year-over-year by addressing systemic issues (training gaps, unclear certificate requirements, onboarding bottlenecks).

Best practices checklist for contractors (actionable)

• Prepare a single folder with all required documents: W-9/Tax ID, General Liability, Workers’ Comp, Auto Liability, Safety Program, Drug & Alcohol policy.
• Use clear file naming: CompanyName_DocumentType_YYYY-MM-DD.pdf to speed reviewer identification.
• Maintain insurance with at least 30–60 days’ lead time on renewals; common client minimums are General Liability $1M per occurrence / $2M aggregate, Auto Liability $1M, and state‑compliant Workers’ Compensation.
• Populate all profile fields fully (address, NAICS/SIC, DUNS if available, Owner/POC contact with mobile number and email) to reduce follow-ups.
• When uploading, include endorsement pages showing client as additional insured where required; annotate the policy where necessary to highlight the clause.
• Document a primary and secondary contact for each site and list the project codes or contract numbers tied to each certificate to simplify approvals.
• Keep a rolling log of certificate expiration dates and set alerts at 60/30/7 days before expiry to avoid service interruptions.

Working with your Avetta account manager and renewal planning

Account managers are your single point of contact for pricing, custom workflows, and escalation. Before renewal (typically annual), prepare usage data: number of active suppliers, verification volume, incident tickets, and support hours used. This data drives negotiation points—discounts, expanded functionality, or custom SLAs are often tied to committed volumes.

Renewal negotiations should start 60–90 days before contract end. Ask for a written roadmap of planned product changes, detailed pricing breakdown (per-supplier vs. seat vs. module fees), and transition support if you consider changing tiers. For audits or litigation, retain ticket trails and verification certificates; these records are valuable evidence and part of the compliance package.

How much does Avetta cost annually?

Avetta Cost Structure

Annual Revenue	Avetta Base Fee	Typical Annual Total*
$1M – $5M	$999	$1,949
$5M – $20M	$1,499	$2,799
$20M – $50M	$2,199	$3,899
$50M – $100M	$2,999	$5,199

What are the hours for singlewire support?

Contact us via the Singlewire Support Community or by phone. Singlewire Business Hours related to Support Services are Monday – Friday, 7 a.m. to 6 p.m. Central Time (excluding US Holidays).

How to get avetta approved?

Submit Company Details: Provide your business info and industry type. Upload Safety Programs: Ensure you have up-to-date HSE programs and safety policies. Submit Insurance & Compliance Documents: Provide necessary documents, including your COI, EMR letter, OSHA logs, and other compliance records.

What did Avetta used to be called?

Avetta (formerly known as PICS Auditing) is the leader in cloud-based supply chain risk management and helps connect the world’s most recognizable enterprises to qualified suppliers on a global basis, which in turn, helps drive their safe and sustainable growth.

What are the hours for avetta support?

Avetta customer service team is available 24 hours a day, ensuring companies receive support out of traditional working hours.

What is the purpose of Avetta?

At Avetta, we’re on a mission to fundamentally transform the dynamics of the supply chain. We enable and verify ongoing safety, environmental, social and financial performance, helping hiring companies build a strong and diverse contractor base—all on a global scale. We’re obsessed with safety and sustainability.