Customer Engagement
Our Approach
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.
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
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
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
-
25
250€ per hour
5th
-
Best Effort
Monday - Friday in office time
(Client time zone)
Monday - Friday in office time
(Client time zone)
-
-
BASIC
-
50
250€ per hour
4th
-
Best Effort
Monday - Friday in office time
(Client time zone)
Monday - Friday in office time
(Client time zone)
-
-
STANDARD
-
80
250€ per hour
3rd
-
Best Effort
Monday - Friday in office time
(Client time zone)
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)
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
Loan Request
Have any question or concerns?
