Personalize your support experience with a variety of service options from VASCO. Discover below which VASCO Technical Support Plan best fits your needs.

• Standard Support
• 24/7 support
• VIP support
• Pay-Per-Incident
• Remote Assistance Package
• Emergency Support

The Standard Support Plan provides technical assistance Monday through Friday during standard business hours, except on VASCO holidays.

Technical Support is organized per region – VASCO distinguishes the following regions.

(*) Depending on Daylight Saving Time

VASCO guarantees an email or telephone response to the customer’s designated contacts within 8 business hours.

Outside of business hours, the VASCO Support Team handles all support inquiries. 24/7 Support Plan holders may contact VASCO Technical Support using the central support number +32 2 609 97 70.

The customer will end up at our IVR who will ask the customer for his unique 24x7 customer ID (which is being provided with his valid contract). Without this ID it will not be possible to pass through the IVR and thus impossible to contact our standby engineer.

The VASCO VIP Support Plan is completely configured according to the needs and preferences of the customer.

Should a customer without a current support contract require assistance, they can contact VASCO Technical Support to purchase an “incident”. Upon receipt of an official purchase order, VASCO Technical Support will investigate and troubleshoot the problem. The Pay-Per-Incident option provides technical support for a limit of one incident per single VASCO product.

The VASCO Remote Assistance Package assists customers with the installation or configuration of their VASCO products. In this support option, a VASCO Customer Support Engineer administers assistance through a remote connection.

The VASCO line of products (IDENTIKEY, VACMAN Middleware, DIGIPASS Plug-In for IAS, etc.) can be implemented in a wide variety of configurations, often requiring precise skill to ensure correct use or integration of the product. VASCO’s Remote Assistance Package can further assist customers with these tasks, depending on their needs:

• Installation of VASCO products (complete products, individual modules, or individual components)
• Configuration assistance
• Troubleshooting assistance
• Upgrade assistance

These tasks are charged at an hourly rate. Because the outcome of these tasks relies heavily on the infrastructure in which the VASCO products will be used, no guarantees can be made as to the results of such services.

To be eligible to receive Remote Assistance Package services, the customer must sign a support contract with VASCO. It is independent from where/how the VASCO products were purchased, provided that the customer possesses a valid license to use the VASCO products.

If a customer calls outside business hours without a 24x7 contract and he really needs support at that moment, it is possible to buy a "Emergency Service". He will have to choose this option in our IVR and then he will be informed about a downloadable form on our website he can fill out to order this support option.