SUPPORT OPTIONS.

Thanks to a clever support concept “Follow-the-Sun”, we still do not have to go without a vacation. For you, it means significantly shorter processing times and virtually uninterrupted operation.

Our support can be implemented on-premise or remotely and is targeted at small to mid-sized businesses as well as large organizations that attach great importance to the smooth operation of their IT environment and preventive troubleshooting.

User support

Many small but annoying problems can be solved easily by remote access to your server or local computer. A direct on-site support is then not necessary – this saves not only time, but also costs. Security plays a particularly important role here. That’s why we use extensively tested and secure software solutions for remote maintenance that guarantee reliable, tunneled and encrypted data transmission.

If a problem can not be solved remotely, we will send you a qualified technician over so that you can access your IT tools as quickly as possible.

Support Options with SLA

  • Online Service Desk Portal with ticketing and knowledge-base are 7×24 hrs accessible for all customers, response time according to SLA.
  • Support Tickets by Email. Reachable 7×24 hrs for all customers, response time according to SLA.
  • Phone Hotline Support, during office ours for all customers and outside office hours, according to SLA.
  • Standard SLA 5 x 8h (business hours, with either 1, 2, 4, or 6 hrs response time)
  • Weekend SLA 2 x 8h (with either 1, 2, 4 or 6 hours of reaction time)
  • Comfort SLA 7 x 10h (with either 1, 2, 4 or 6 hours of reaction time)
  • Advanced SLA 7 x 24h (with either 1, 2, 4 or 6 hours of reaction time)

Support Options without SLA

  • Online Service Desk Portal with ticketing and knowledge-base are 7×24 hrs accessible for all customers, without guaranteed response time.
  • Support Tickets by Email. Reachable 7×24 hrs for all customers, without guaranteed response time.
  • The Phone Hotline is available at usual office hours, without guaranteed response time.
Support Service Desk