How is the service performed?

We work with the HelpDesk - Ticket system BCS from the company Projektron GmbH. In the event of a fault, our HelpDesk organizes the various stages of the agreed services and coordinates the nationwide deployment of the iFD Group service team.

If the fault cannot be localized within a short period of time based on the incoming, initial fault description and a quick remote diagnosis, the HelpDesk immediately activates the further support levels agreed with the service customer. In addition, our HelpDesk reliably signals all deviations from the plan to the responsible management.

Compliance with the Service Level Agreements (SLA) agreed with our customers is closely monitored here.

 

Our HelpDesk, in conjunction with a professional support team trained on your internal processes, ensures:

• Recording and prioritization of all problem messages
• Reliable forwarding of problem reports to the responsible support employees
• Continuous monitoring of processes in terms of transparency and quality
• Documentation in a HelpDesk ticket system, which you can view online if you wish
• Information about the processing status of your calls
• "Escalation" when threshold values are exceeded

 

For you, this means that if a fault clearance process does not run as planned and set deadlines  are exceeded, the person responsible in management is informed immediately.

The latter will decide, depending on the severity of the problem, which measures will be taken, to meet the agreed SLAs. This ensures that the necessary resources are always available to solve your problems.

What do you need to do in case of a problem?

Create a ticket for your problem in our helpdesk ticket system.

Here's the way to the helpdesk

 

 

 

 

 

The following data is required for quick troubleshooting:

• Time of occurrence of the problem
• Exact description of the problem with indication of the area of interference
• What actions have you taken so far to solve the problem?

The more detailed your problem report is, the faster the cause of the problem will be found out. Therefore, please tell us about all the activities you performed immediately before the problem occurred. After your request has been entered into the ticket system, you will receive a written confirmation of the opening of your ticket by e-mail.

During office hours, a member of staff will contact you within the contractually agreed response times if any queries are still necessary. If you have agreed on on-call duty in your SLA, processing will be extended over this period.

Depending on the severity of the problem and the response times agreed in the SLA, processing of the root cause investigation is started and documented in the ticket.

You can view the status and processing status of your ticket at any time via secure online access. In addition, you will receive an email for each status change and edit comments.

Each ticket adds to the knowledge base, if necessary, so that equivalent issues can be resolved more quickly in the future.