Support levels

Basic support – free for all users

  • Web-based support 24/7 with the help of support centers.
  • 48-hour response time is guaranteed, but we often respond within 6-8 hours during normal office hours (8:00 to 17:00 GMT + 1).

Premium support

  • Web-based support 24/7 with the help of support centers.
  • Priority email support. 24-hour response time is guaranteed, but we often respond within one hour during normal office hours (8:00 to 17:00 GMT + 1).
  • At least 3 months contract period.

Premium plus support

  • Same as Premium support, but also includes support by phone or VoIP, online meetings and screen sharing (if needed) during office hours (8:00 to 17:00 GMT + 1).
  • 100 telephone tickets are included per year (8 per month).
  • One ticket per 30 minute call. One call per ticket.
  • A 24-hour response time by phone is guaranteed, but we often respond within 1-2 hours during normal office hours.
  • At least 3 months contract duration.

Contact us at sales@visionflow.com for price information and more information about the different levels of support. Please note that customers who have the server version installed pay the annual upgrade and support fee (20% of the purchase cost) to access basic support and new versions of the system

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