Structured. Reachable. Reliable.
The support from Synaedge for Vaidio ensures that your Vaidio platform runs reliably, continues to be developed and improved on an ongoing basis, and remains ready for use at all times. Synaedge manages deployments in the cloud and on-premises with clearly defined response times, fixed processes, and direct availability. From ongoing operations to changes and targeted troubleshooting, support, monitoring, and system maintenance work seamlessly together. This means you don’t get a reactive help desk, but a controlled operation of your security solution.
- Multilingual remote support (DE, EN, ES)
- Clear response times and prioritized processing
- Service hours from office hours to 24/7 operation
Service hours by package
Our service hours are based on your operating reality. From classic office hours to continuous 24/7 operation.
Office
Mon–Fri, 08–17 (hrs)
Industries
Mo–Fr, 06–20 Uhr
Extended
Mo–Sa, 06–20 hrs
Business24
Mo–So, 24 h
An overview of our Vaidio support services:
Our systems are designed so that you can operate them independently. However, if you need support or want to delegate tasks, we will reliably be there for you—technically competent and aligned with your security architecture. Our response times are clearly defined—for subscription customers with Managed Services also around the clock. You can reach us directly via our ticketing system or at
Configuration & Customization
If you wish, we can set up and maintain user accounts, role models, analysis zones, or schedules—tailored individually to your structure. This keeps your solution clear, up to date, and easy to use.
Expansion & Scaling
Do you want to integrate new cameras, locations, or features? No problem. We’ll support you with planning and implementation—without downtime and with seamless integration into your existing system.
Interfaces & Integrations
Whether it’s VMS, access control, or third-party software—we’ll help you connect and maintain interfaces so that all systems communicate securely with each other.
Error analysis & troubleshooting
When there are technical problems, we analyze the cause and—after your approval—gain access to the system via secure connections. This allows us to respond quickly and minimize downtime.
How to reach us:
Standard Support:
To ensure we can handle your request quickly and efficiently, please use our support form to create a ticket. Our team will get in touch with you promptly.
SLA customers (Service Level Agreement)
If you have an SLA with us, you will find your personal support hotline as well as all relevant contact information in your contract documents. You benefit from prioritized handling in accordance with the agreed response times.
Data protection notice:
By submitting your request, you agree that your data will be stored and processed for the purpose of handling your request. For more information on how we handle your data, please refer to our Privacy Policy.