Getting Help from the Veteran Support Team
Last Updated: December 23, 2025
The Veteran Support team provides Tier 3 support services for user inquiries documented by My VA411, Ask VA (AVA), U.S. Congress, and ServiceNow (SNOW). We manage the Veteran Feedback Tool (Medallia), which hosts surveys on VA.gov that you can use to collect and analyze user feedback data. We also provide access to Salesforce and HRC (Health Resources Center), which collects Contact Center data.
The Veteran Support team is here to help! Use the following methods to contact our team:
Use the Slack workflow or Canvas in the #vsp-contact-center-support channel. This method allows us to automate data request tracking and improve Veteran support over time.
You can also post in #vsp-contact-center-support. This channel is more efficient than contacting individual Veteran Support team members directly or asking questions in other Slack channels.
After reviewing this page, please direct additional questions to the #vsp-contact-center-support Slack channel.
Veteran Support Team Overview
Response Policies
To request assistance from the Veteran Support team, post in the #vsp-contact-center-support channel on Slack. We acknowledge all inquiries and respond within 3 hours.
Hours of Operation
Our standard hours are 8:00 a.m. to 6:00 p.m. ET, Monday through Friday. You can also schedule a visit during our Office Hours on Wednesdays from 3:00 to 3:30 p.m. ET.
Outside of Office Hours
The Veteran Support team does not provide 24/7 service. If your request is urgent, please Slack #vsp-contact-center-support, then tag @Kimberley Monroe-Daniels, @Anita Middleton, and @Steven Tarlow for time-sensitive requests.
Qualitative Data Request Response Time
The average request response time is 3 business hours to acknowledge and 7 business days to complete your data request. We’ll acknowledge your request within 3 business hours; the time to resolve your issue will depend on its complexity.
Creating New URLs or Form Confirmation Pages
When you create a new confirmation page URL, please inform the Veteran Support team as soon as possible to avoid gaps in survey coverage. This action ensures that we capture all relevant URLs in the intercept trigger list.
Please note that the VSignals team that manages backend configuration for intercept updates has a sizable request queue. It can experience delays depending on workload and prioritization; updates may take multiple sprints to complete.
Requesting Intercept Survey Coverage
To inform the Veteran Support team of survey updates or new URL coverage, you’ll need to complete a Digital Survey Request Form.
You’ll be asked for the following information on the form:
Requestor information
Name
Team/office
Contact email
Type of request
Update existing URL
Add new URL
Remove URL
Page/product context
Product name or page type (form, information page, confirmation page, etc.)
Associated product team/product owner
Request details
Describe the desired edits to digital surveys. Please describe the change (e.g., add survey intercept at new confirmation page, update outdated URL reference, etc.) and rationale/business need. Write a brief 1-2 sentences to describe your edits.
Requestor details. Please copy and paste URLs for the requests: for Timing/Priority and Desired effective date (if time-sensitive).
Urgency of your request: High, Medium, or Low.
Anything else we should know (optional).
You can find links to this form along with other Veteran Support team services on the Working With the Veteran Support Team Canvas in the #vsp-contact-center-support Slack channel.
Help and feedback
Get help from the Platform Support Team in Slack.
Submit a feature idea to the Platform.