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.
The following packages are available
Base is the basic package and included in all packages.
- 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
+49 371 53 880 99