When it matters, we're already moving.
Every system we ship comes with the team that built it, one call away. No ticket purgatory, no first-line scripts.
Three lines. One promise.
+45 5020 1864
Production incident on a Viceron system. A human engineer with production access answers — day or night, every day of the year.
First response < 1 hour Standardsupport@viceron.com
Bugs, questions and change requests on running systems. Triaged by the engineers who wrote the code.
First response < 4 hours Generalcontact@viceron.com
Everything else — new projects, partnerships, invoices, or just saying hej.
First response — next business dayCall the hotline
You reach an engineer with production access. Mitigation starts on the call.
War room within the hour
For P1 incidents we open a shared channel with your team and post status every 30 minutes until resolved.
Post-mortem within 48 hours
Root cause, fix, and what changes so it can't happen again — in writing, blameless, always.
Asked and answered.
Sometimes. If it's an AI or data system and the problem smells impossible, send the details to support@viceron.com — we'll tell you honestly within a day whether we're the right hands.
A production system is down, producing wrong output, or blocking a regulatory or clinical deadline. When in doubt, call — we'd rather downgrade a P2 than sleep through a P1.
The delivery team that built your system, on rotation. Support is done by engineers with commit access — that's why the response times are short and the fixes are real.
Every delivery includes a support window. Beyond that, we offer ongoing agreements with the SLAs on this page — scoped to your system, no per-ticket surprises.
Where it always was — in your environment. We debug through the same audited access paths the system runs on. By default nothing gets copied out to be “looked at.”