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Support & Remote Service
Support, Hotline and Service Center
Our service is trained to support our customers either locally, but nowadays often remotely, around the world.
Depending on the individual customers need, we offer different service level agreement, often also containing defined available and response times for the different severity levels of potential incidents:
- On Demand
- 5×8 Standard 5 days / 8 hours
- 7×24 Gold 7 days / 24 hours
The business hours are adjusted to the time zone the customer is living in.
The reaction times are defined in the individual service-level-agreement and are normally based on the typically used classes of severity of 0 to 3.
Our service solutions
To support our customers we only use advanced and proofen international service and remote service solutions in order to always obtain the best possible security for you and your organisation.
Remote Service Solutions
Our remote service solution is installed automatically on your site and has no additional cost for you. This international proofen solution allows are service staff to connect to your system, also after previous authorization by you and take over the control over the system in order to quickly and reliable solve the reported problem, adjust settings as requested, pro-actively checking systems – if contracted.
Video-Conferencing and presentation
We make heavy use of online meetings and conferences for support and training of our partners and customers. Skype for Business is used in house for setting up call, video conferences and meetings.
Reporting problems
Our contract customer can report problems to our hotline by the following ways:
- By email, phone or telefax to national service number1)
- By network messaging (SMTP or web service – individual setup)
1)
National telephone numbers current are available in selected countries only and may be available in other countries soon.
For more details please contact our hotline.
National telephone numbers current are available in selected countries only and may be available in other countries soon.
For more details please contact our hotline.
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