NS One NS One
Bâtiment Oslo - Les Fjords
19, avenue de Norvège - ZA Courtaboeuf 1
91140 Villebon sur Yvette - FRANCE
Tél. : +33 (0)1 69 59 12 00
Fax : +33 (0)1 69 59 12 05

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Telephone Support

Standard telephone support

The experts responsible for telephone support are available from Monday to Friday, 9:00 AM to 6:00 PM by telephone at: +33(0) 892 701 278 or by e-mail: support[at]

NS One undertakes to meet the following conditions:

  • Taking of the call or e-mail within 15 minutes
  • Ticket registration within 2 hours
  • Call back within 4 hours
  • Escalation depending on the level of criticality

Silver telephone support

In addition to standard telephone support, NS One offers its customers:

  • An extension of its Monday to Friday hours to 8:00 AM to 8:00 PM, through its partners
  • Two responses per month within 48 hours of initial call guaranteed by NS One

Gold telephone support

Coverage is extended to 24/7, with service commitments provided by NS One’s partner network.

Software and Hardware support

To guarantee to its customers a high level of permanent security and maintenance of the hardware and software in operating condition, NS One provides software and hardware support for the deployed solutions:

  • Supply of software updates: minor software changes and associated technical documentation are automatically sent to customers under contract. They are also informed of major upgrades and new versions.
  • Hardware support: if problems relating to the products cannot be resolved by telephone support, NS One undertakes to replace the failed hardware within a period of five business days following receipt of the failed hardware.

Operationnal assistance

In cases of complex implementation or a specific project, NS One is able to support the customer through an Operational Monitoring Contract for the deployed security solution.

This service consists of specific and regular visits to the Customer’s site by an NS One engineer whose final goal is to prepare a functional report on the solution:

Remote diagnostics

Remote diagnostics allows NS One to accelerate the problem resolution process. The NS One technical team provides, first by telephone and then by remote connection, support in qualifying the failures encountered while operating the equipment. This service excludes configuration and optimization of the architecture.

This service requires that the customer provide and install the equipment need to allow remote access to NS One’s teams.

Remote diagnostics assistance is available from 9:00 AM to 6:00 PM, Monday to Friday (excluding statutory holidays).

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