We offer 24/7 technical support. Service requests are handled by a Service Desk compliant with ITIL v3. Therefore, each Customer can view all registered products and the complete service history to date. We guarantee express response times and we react according to the agreed SLA.
There are two basic support types possible within a service agreement:
- REMOTE MODE ? Telephoneand e-mail-based support, where we verify the fault and help the user to rectify it; alternatively, we connect remotely with the hardware and remedy the faultdirectly.
- ONSITE MODE ? Repair and assistance on the Customer?s premises.
Those Customers who do not have a service agreement can utilize one-time service visits. They are often used for audit purposes or for the quick repair of equipment not covered by a regular maintenance service.