YOU GET A DEDICATED CONTACT WHO KNOWS YOUR SETUP.
No anonymous first-level support without setup context. Direct contact with people who know your configuration.
When something stops working, you do not want to first explain how your infrastructure is built. You want someone who already knows it and can start immediately.
ROLLOUT, ESCALATION, LONG-TERM AVAILABILITY — COVERED.
Rollout with technical support from day one
The first weeks determine whether a new system is adopted or bypassed. We guide setup, configuration and team training from the start. Your team works independently afterwards. Or we remain a permanent part of your operations.
Escalation without handoffs between support tiers
When something becomes critical, you do not want a first-level hotline. You want direct access to the person who built your integration. That is what the support process is designed for.
A vendor with long-term availability
Projects often fail when vendors change or products are discontinued. We have been in operation since 1968. Vaiking runs in our own data centre. In production, not in a lab. You are choosing a solution that is operated for the long term.
Would you like to discuss how this applies to your specific setup?
INCLUDED IN THE LICENSE FEE.
For all customers with a running system. No additional action required.
Software updates, bug fixes, security patches. At no extra cost.
Your system stays current. No separate maintenance contracts, no update fees. You decide when to roll out larger feature changes.
DEDICATED CONTACT. DEFINED PROCESS.
When an outage affects compliance obligations, customer impact or critical data availability: a dedicated contact who knows your setup. Response times, service hours and scope are fixed contractually.
Example configurations:4 hrs.
Maximum responsiveness. 24/7 by agreement, on-site deployment possible.
Next business day
Structured coverage for ongoing operational requirements.
2–5 business days
Basic coverage for planned requests and updates.
Limited function, workaround available.
Technical contact
Significant limitation, no workaround.
Technical contact · Developer escalated
System failure, critical data availability affected.
Technical contact · Developer · Management
For running systems. We will propose a suitable time after your enquiry.
IMPLEMENTATION. WORKSHOPS. ONGOING SUPPORT.
For new rollouts and planned project phases. Not a replacement for ongoing support.
Rollout, configuration, team training, following the 4-step process. Afterwards you work independently. Or we take on clearly defined tasks in your operations on a permanent basis.
For new projects and rollouts. We will follow up with a concrete proposal after your enquiry.
FAMILY-OWNED SINCE 1968.
80 employees. Family business in its second generation. Long-term contacts instead of rotating responsibilities.
- Active in technical infrastructure since 1968. Operational experience rather than a pure product perspective.
- 80 employees and long-term stable contacts.
- Own research data centre since 2019. Vaiking runs in our own operation, not only in a test environment.
TELL US ABOUT YOUR SETUP.
30 minutes are enough to assess your setup and define the right support framework for operations, response times and escalation. You receive a technical assessment: what fits your operation and what does not.