Customer Engagement

At VSN, we're committed to ensuring every client achieves maximum ROI and operational excellence with our broadcast DAM and media MAM solutions. Our dedicated Customer Success team provides comprehensive support throughout your journey.

See support portal

Get in touch

Our Approach

Proactive Engagement

We don't just deliver our solutions—we ensure they drive measurable business results for your organization.

Proactive Engagement

We don't just deliver our solutions—we ensure they drive measurable business results for your organization.

Proactive Engagement

We don't just deliver our solutions—we ensure they drive measurable business results for your organization.

24/7 Global Support:

With offices across the world, expert assistance is always available.

24/7 Global Support:

With offices across the world, expert assistance is always available.

24/7 Global Support:

With offices across the world, expert assistance is always available.

Customer Success and Profesional Services

Implementation Excellence

- Dedicated project managers for integrated broadcast solutions deployment - Customized training programs for professional multimedia asset management - Best practices guidance for media workflows optimization

Implementation Excellence

Ongoing Success

- Regular health checks and performance optimization - Advanced broadcast technology updates and feature rollouts - Strategic consultation for evolving TV automation needs

Ongoing Success

- Regular health checks and performance optimization - Advanced broadcast technology updates and feature rollouts - Strategic consultation for evolving TV automation needs

Ongoing Success

- Regular health checks and performance optimization - Advanced broadcast technology updates and feature rollouts - Strategic consultation for evolving TV automation needs

24/7 Support

- Multi-language technical support team - Priority response for critical audiovisual media software issues - Comprehensive knowledge base and documentation

24/7 Support

- Multi-language technical support team - Priority response for critical audiovisual media software issues - Comprehensive knowledge base and documentation

24/7 Support

- Multi-language technical support team - Priority response for critical audiovisual media software issues - Comprehensive knowledge base and documentation

VSN Customer Agreements

Support agreement

Download

End User Licence Agreement (EULA)

Download

SaaS conditions agreement

Download

SUPPORT PLANS

Post sale assistance

VSN is aware of the need to offer technical support and maintenance of hardware and software for all our solutions and systems to keep every system in good working order. Make the most of it with a maintenance plan that guarantees total reliability. VSN Support offers you incident resolution, updates and technical consulting.

Available support plans

PLAN FEATURES

24/7 Monitoring

Email ticket support

AI chat bot / Confluence

Phone / Chat support

Max tickets per year

Additional ticket

Priority Support

Monthly Uptime and Credit

Response Time

Support Hours

Critical Tickets support hours

Support Performance Review

Proactive analysis

STARTER

250€ per hour

5th

Best Effort

Monday - Friday in office time
(Client time zone)

BASIC

250€ per hour

4th

Best Effort

Monday - Friday in office time
(Client time zone)

STANDARD

250€ per hour

3rd

Best Effort

Monday - Friday in office time
(Client time zone)

BUSINESS

160

250€ per hour

2nd

99.2% or above = No Credits / Below 99.2% = 5% of the license fees

Within 5 hours

Monday - Friday in office time
(Client time zone)

Once in 6 months

ENTERPRISE

Unlimited

1st

99.2% or above = No Credits / Below 99.2% = 5% of the license fees

Within 1 hour

24/7 for all tickets

24/7 for critical tickets

Once a quarter

VSN Custom care

If you are already an existing customer of our technical support service and would like to request an equipment loan for your facilities or an RMA, please contact us through the following forms. We are here to help you!

RMA Request

Request this plan