Vicon Support Services 2026

Transparent. Consistent. Tailored to your requirements.

From February 2026, we will be implementing a newly structured support concept that will give our customers clear, efficient and needs-based access to support services. With three support levels – Basic, Advanced and Premium – we are creating transparency, reliability and clear processes.

Basic Support – The foundation for all Vicon customers

Basic Support is automatically available to all our Vicon customers.
Support requests are received centrally by e-mail and must include the customer number. This uniform process ensures that concerns can be efficiently recorded, correctly assigned and processed in a timely manner.

The aim of Basic Support is to ensure the basic functionality of the systems and to guarantee a uniform support standard for all customers.

Advanced & Premium Support – For more in-depth needs

For customers with more advanced requirements, we offer Advanced and Premium support levels. These include:

• Telephone Support
• Prioritised processing of support cases
• More intensiv support depending on the support case, more information here

The services provided are based on the support level booked and enable targeted support for more complex or time-critical issues.

Individual Support – Tailor-made solutions

In addition to the defined support levels, it is still possible to book individual support hours. These are particularly suitable for customer-specific requirements, special system configurations or individual solutions.

Our claim:

With the new support concept, we create clear structures, better availability and support services that are tailored to your actual needs – simpler, more transparent and more efficient.

Overview Support Services