Support Channels

Qualified service you can count on

We offer full-range services. Customer care is especially important to us.

We support you with services tailored to your needs:

  • Short response times are ensured by the online issue tracking service
  • Short system downtimes are ensured by quick problem workarounds
  • Our experienced system specialists offer excellent support


The following support channels are available:

Image - Support - Service Level Agreement

Online ticket tracking service

We maintain an online ticket tracking service.
Customers receive dedicated access log on credentials which can be used to:

  • Open/manage unlimited troubleshooting issues
  • Handle priority levels
  • Stay tuned to ticket status
  • Share documents and attachments
  • Receive information about software updates and new releases

 

On-site support

We organize on-site customer visits by customer support specialists/consulting engineers to offer you:

  • Face-to-face consultation to maximize system utilization
  • Up-to-date information on the latest software enhancements
  • System performance optimization
  • Collection of requests for new features

Hotline service

Designated support engineers are available for all questions related to system hardware, software, functionality and handling during business hours (CET). An emergency hotline is available out of office hours 24/7.