Services
Global ID supports its customers to ensure the long-term performance and reliability of Veno solutions.
Our support team works closely with you to keep your systems operational, secure, and up to date—from initial deployment throughout the entire lifecycle of your solution.
Support Contact :
support@globalid.swiss
Submit a Support Request
All requests are managed through our ticketing system, ensuring complete tracking of every incident from submission to resolution.
To submit a request, please contact :
Please include this information:
- Organization name and contact person
- Description of the issue (context, date, circumstances)
- Severity level
- Technical environment (VenoPlatform version, VenoScanner model, deployment type: cloud or on-premises)
- Logs or screenshots, if available
You will receive an acknowledgment within one business day.
Our team will review your request, assign the appropriate priority, and keep you informed throughout the resolution process.
Technical Documentation
Need assistance? Our team supports you throughout every stage of your deployment.
Documentation
The complete VenoPlatform technical documentation is available to licensed customers.
It covers all aspects required for deployment and operation, including :
- System architecture
- API reference
- Integration guides
- User management
- VenoScanner configuration
- Security settings
Access to the documentation portal is provided during deployment.
Need access ? Contact :
support@globalid.swiss.
Installation Guides
Step-by-step guides are available to assist with deployment and configuration:
- VenoPlatform installation — prerequisites, Docker, initial configuration
- VenoScanner setup — network configuration and device pairing
- Identity Provider integration — Microsoft Entra ID (Azure AD) and OIDC
- User configuration — roles, organizations, enrollment
- On-premises deployment — infrastructure, security, backups
These resources are available through the documentation portal.
Dedicated assistance can also be provided based on your requirements.
Frequently Asked Questions
Find answers to the most common questions about our solutions.
What are the requirements for an on-premises deployment?
VenoPlatform runs in Docker containers on a Linux server.
Detailed specifications are available in the documentation.
Is biometric data stored?
No. The platform does not store any personal data.
Users are represented exclusively by anonymous identifiers.
What should I do if a VenoScanner fails?
Contact our support team with the device serial number and a description of the issue.
If covered under your support contract, a replacement device can be arranged.
Which Identity Providers are supported?
VenoPlatform is compatible with OIDC / OAuth 2.0 standards, including Microsoft Entra ID (Azure AD).
Can the solution operate in an air-gapped environment?
Yes. VenoPlatform supports fully offline deployments.
Licenses for air-gapped environments are managed through offline license files with extended validity periods.
Contact us to discuss your specific deployment requirements.
How can I stay informed about software updates?
Customers are notified by email whenever updates are released.
Release notes are also available through the documentation portal.
Software Updates
Global ID regularly releases software updates, including :
- New features
- Performance improvements
- Security patches
- Bug fixes
Release notes are available through the documentation portal.
Hardware Support & Replacement
VenoScanner devices are covered for the entire duration of the support contract.
Report a Hardware Issue
Contact support@globalid.swiss and include :
- Serial number
- Description of the issue
- Troubleshooting steps already performed
After review, a replacement may be arranged if necessary.
Device Updates
Firmware updates are released regularly and documented in the portal.
Out-of-Warranty Hardware
Contact Support to discuss available repair or replacement options.
