Technical Support

24/7 maintenance mode

Among other services, we offer superior 24/7 maintenance mode contact regardless of the time or day of the week which means that downtime of our partners solution is minimized.

Aside from integration support during various projects, our team offers Level 1, 2 and 3 technical support in maintenance phase. Basically the main difference between various levels of support is that Level 1 and 2 stands for on-site customer support on customer premises, while Level 3 stands for remote support in our headquarters with direct access towards customer systems.

Typical tasks and services for Level 1 and Level 2 support:

  • Supporting customer workshops and customer operational support
  • Consultancy on applied solution and providing of training programs
  • Technical support in case of disaster situations and main interface towards HW suppliers
  • 24/7 on-site duty in case of network cut-offs and maintenance work
  • 24/7 on-site support for all hardware failures and upgrades
  • Handling of customers trouble cases in given time windows to meet SLA agreements

Typical tasks and services provided on Level 3 support:

  • Troubleshooting of network and service issues
  • 24/7 on-call duty in case of network cut-offs, maintenance and system migration cases
  • Assistance on customer queries and bridge towards different vendors
  • Development corrections based on agreed faults
  • Verification and release of provided corrections with technical and operational manuals
  • Handling of customers trouble cases in given time windows to meet SLA agreements