Service
is very important for us

With helpdesk we organize and monitor the service processes.

The use of high-availability systems requires qualified and first-class support. With our experienced support team we are available 24/7. From basic support to 3-shift monitoring with defined reaction times, a broad range of support offers is available to you via various communication channels.

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The following packages are available

Base is the basic package and included in all packages.

  • Base
  • Extended services

The scope of services includes as a flat rate:

  • Willingness to troubleshoot the software components with a guaranteed response time of 4 hours monday through friday from 8:00 am to 5:00 pm
  • 20 or 40 inclusive hours per year for hotline and troubleshooting; However, these hours may be redeemed for software enhancements at the end of each contract year, if there are still hours available.
  • discounted hourly rate for paid support.
  • Providing a current customer test system  at the provider with sufficient data to check updates before recording in the customer's production system.
  • Version maintenance by means of a version management program for updates.
  • Quarterly check of dial-up access for functionality and security.
  • Information via e-mail about updates and enhancements as well as additional components
  • Joint use of the DLS helpdesk system for information on the status of displayed malfunctions as well as for quick and low-cost reporting of malfunctions
  • Sharing the knowledge database to speed up the incident handling process

A basis inspection is carried out per year with the following services:

  • Checking file systems and deleting obsolete files
  • Checking the database for filling level, dimension and storage duration of the archive data
  • Review and update the SYSMON monitoring mechanismus for up-to-dateness

The extended package includes the following services:

It is possible to extend this basic contract with further additional services, such as shorter reaction times (up to 0.5 hours) and extended call readiness (up to 24/7). Support services are defined in a support contract and tailored to the needs of the customer.

 

Do you have questions or need help solving a problem?

Our service team supports you comprehensively and advices you on the possibilities and variants of a suitable support model for you. The concrete service package is always a dynamic solution tailored to your needs.

We guarantee this to our service customers:

  • A definded support staff including deputy
  • A personalized phone number for support requests
  • An access to the ticket system incl. knowledge database
  • system updates and ongoing development

Telephone contact:
Service-Team
+49 371 53 880 99
service@dls-chemnitz.de

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Do you have questions or need help solving a probem?

We are happy to help you. Contact us.

Roswitha Schönbrunn

+ 49 371 / 53 88 0-60
roswitha.schoenbrunn@dls-chemnitz.com