Internet Vikings Internet Vikings

Support

Start /Support

We'll be there for you when you need us

Our mission is to guide our customers through constant dedication to the highest quality of the crucial service which we offer.

This is delivered with a sense of genuine amiability and with particular focus given to unique business needs as well as company commitment values.

As a premium hosting provider we always put our customers first, which means that we deliver not only powerful products, but also professional guidance to resolve a huge variety of problems and boost performance.

Competence and skill

Our team includes a number of engineers with expertise in multiple areas. From hosting audits and dealing with legal and abuse cases to shutdowns and troubleshooting, we provide comprehensive support to eliminate any issue that our customers might encounter.

Politeness and respect

We always put a lot of effort into improving our communication skills by continually testing ourselves in order to converse with you in a calming and trust-inspiring way with all the respect that you deserve. It is highly important to us that you feel that you can trust us with handling your enquiry.

The support that you will keep coming back for

Working hours: 7 AM - 7 PM CEST from Monday - Friday and 9 AM - 1 PM on weekends

Specialists eager to help and understand how we can improve your experience

Communication focused on rapid solution-based replies via channels of your preference

Direct assistance from our Linux technicians covering any hosting-related issues

Multiple communication channels

· Email | support@internetvikings.com
· Hotline | +4684414499
· Helpdesk | Send us a ticket from support.internetvikings.com



Got a financial question?

We understand that you would probably rather talk to your accountant than to a developer about money. That is precisely why we have a separate channel to discuss these matters. Regarding your invoices or payments, please contact our financial support team:

financesupport@internetvikings.com

FAQ

What do you provide under the extended SLA?

· 24/7 phone number to report service issues
· Higher ticket prioritization
· Shorter agent handling time

What languages do you speak?

As we are an international team and also have clients from around the world our operational language is English.

What should I do if an issue occurs outside
of your work hours?

We will be onto it first thing the next morning. You can also make use of the extended SLA which guarantees 24/7 support.

What is your expected reply time?

It is less than 1 hour under the extended SLA, maximum 1,5 hours on normal email and as soon as possible on the phone by reaching out to the hotline.

What is the best way to get in contact with you?

We are available on email, chat and telephone so it depends on your situation, its urgency and the communication method that you are most comfortable with. We do however internally require that all cases are added as a ticket which is done through email. So if you want to help us out, send us an email with as detailed a description as possible.

Why are some of my financial questions handled
by the technicians?

The reason is that in order to ease the load on the financial department as much as possible - so all requests will pass through our technical first which will help out with the easier financial tasks.