Last review: 5.1.2026

Viskan cloud service

High-performance hosting for ecommerce

Service description

The Viskan cloud service allows customers to use the purpose-built operational environment provided by Viskan. This environment is designed with a focus on performance and redundancy, meeting the requirements of large enterprises. Ongoing maintenance, including updates and upgrades to the software and services associated with the hosting service, is included in the price.

Viskans cloud service is designed for continuous uptime. However, it is not independent of customer activities. This means that customers should inform Viskan of any activities that might significantly impact the hosting service. Viskan protects online stores from overloads with an automated system that activates a queue system at extreme traffic levels.

High availability applies to multiple areas, including power supply, network/internet access, and data storage. Additionally, regular backups are made to an environment that can be used in case of a disaster. Copies are stored for five weeks, with continuous restore tests.

The hosting environment also includes access to a test environment containing an anonymized copy of the live data. The test environment is intended for testing upgrades, features, and settings without risking the production environment. Additional test environments can be added at an extra hosting cost.

Viskan's platform allows custom scripts, which may potentially impact performance negatively. If Viskan identifies issues caused by such scripts, they will be removed, and the customer will be charged for the work required to ensure system stability.

Included in the service:

1 concept/business

1 test environment

1 production environment

20 GB data storage per month

1 online store (if ecom solution included in customer contract)

1000 GB internet traffic per month (if ecom solution included in customer contract)

10,000 emails per month

Prices for extended volumes & services:

Extra concept/business (existing database): 1000 SEK / 100€ per company & month

Extra concept/business (separate database): 2000 SEK /200€ per company & month

Extra data storage: 23 SEK / 2,3€ per GB & month

Extra web store: 1000 SEK / 100€ per store & month

Extra Internet traffic: 2 SEK / 0,2€ per GB & month

Extra emails: 500 SEK / 50€ per 10 000 emails / month

Customized integration: 995 SEK / 100€ per integration / month

Real-time BI database access: 7990 SEK / 800€ per access / month

For more information on additional services here: https://support.viskan.com/viskan-apps/

Security in Viskan cloud service

All communication occurs over an encrypted connection for both login and data traffic. This prevents eavesdropping on usernames, passwords, or customer data. Security measures cover login procedures, data management, and operational security. Web services are distributed across multiple servers to balance the load and ensure availability.

When connecting to Viskan, the connection is always encrypted. This means all servers operate within a protected and monitored network. It is not possible to access databases outside the protected network—not even for Viskan staff.

Customers

Once logged in, users can only access their own instance of the software. Different customers cannot see each other’s applications or databases. File areas are secured with user groups, preventing access to other customers' files or directories through file selection dialogs.

Viskan staff

Viskan personnel do not have access to all databases—only those relevant to the customers they work with. All traffic between Viskan staff and customer databases is encrypted. Internal documentation regarding different customers is also encrypted with personal certificates. Viskan employees cannot read internal documentation or access customer data unless they are working on that specific customer account.

Internal Company Access

Within the Viskan platform, user management can be configured to restrict access to specific functions. Access can be controlled on user and group levels.

Monitoring

All servers and services are monitored to ensure uptime. Monitoring is performed both outside Viskan’s network and internally. No customer data is sent to external parties. Viskan monitors the core functions of the services provided to customers. Custom monitoring setups can be arranged upon request.

Viskan's Operational Commitment and SLA

Viskan aims for 100% service availability. However, incidents can occur in any system. To handle these as efficiently as possible and provide customers with necessary transparency, the following incident levels are defined:

Incident Levels

Incidents can be reported by customers, Viskan employees, or automated systems.

Level

Description

S1 / Critical

Complete outage making the service unusable. (Example: Webshop is entirely unreachable for at least 50% of visitors.)

S2 / Major Issue

A crucial part of the service is non-functional. (Example: Returns cannot be registered, or a webpage does not display.)

S3 / Warning

A service component is underperforming. (Example: It takes a long time to add an item to the cart.)

S4 / Information

Indications of abnormal behavior detected by automated checks and monitoring. (Example: Available memory falls below a set threshold on a server.)

Response Actions

Viskan is responsible for taking appropriate action based on each incident level.

Level

Response

S1 / Critical

Immediate action. Necessary resources are deployed to resolve the issue. External consultants may be hired if they can resolve the problem faster. Customers can request continuous updates during resolution and an incident report afterward.

S2 / Major Issue

Troubleshooting begins within one hour. Available resources are allocated to resolve the incident. The customer is informed once the issue is resolved.

S3 / Warning

Troubleshooting begins within three hours. Resources are allocated to resolve the incident. The customer is informed once the issue is resolved.

S4 / Information

Viskan takes action as deemed appropriate based on internal assessment.

Operational Commitment

Viskan guarantees that troubleshooting and problem resolution will begin during business hours (Workdays, 08:00–17:00 Swedish time) once an issue is reported or detected by Viskan's monitoring system.

Additional Notes

All outages or disruptions refer to services provided by Viskan and covered by this agreement. If Viskan investigates an issue and determines that the cause lies outside the provided service, Viskan reserves the right to charge the customer for troubleshooting time. Viskan's hourly rates are governed by a separate agreement.

Incidents not covered in the above table—such as delayed or failed overnight jobs, password issues, or minor inconveniences—will be assessed by Viskan based on severity.

Viskan guarantees 99.9% availability on a quarterly basis, unless otherwise agreed. This means that service downtime or major disruptions must not exceed 0.1% of total time per quarter. If this or another agreed-upon service level is not met, the customer may be eligible for a discount on period-based fees equivalent to the downtime or compensation under a separate agreement. However, the amount of compensation shall not exceed the amount Viskan invoices the customer.

Regardless of the above, Viskan is not responsible for lost sales or any other direct or indirect damages.

Applicability of general terms and conditions

The Viskan cloud service is subject to Viskan's general terms of service, which apply in addition to the specifications outlined in this document. By using the service, the customer agrees to these terms. Viskan's general terms of service can be found here: Viskan TOS