Support Levels

  • Ticket system
  • Validation (SLAs)
  • Trigger standard incidents
  • Call dispatching

Our first level support is your direct contact if you have any problems and will provide one-to-one support. Frequently asked questions will be dealt with by our trained employees who find a quick and competent solution to your problem.

  • Knowledge database
  • Remote access
  • Troubleshooting
  • Request fulfilment

The second level support will process documented incidents which require customised solutions. These workarounds/solutions will be adapted and rolled out depending on each customer’s scenario. These solutions will also be forwarded to first level support staff for them to deal with similar requests in the future to guarantee fast response.

  • Manufacturer/supplier
  • transtec engineering
  • 3rd level system

If undocumented incidents occur, which cannot be resolved by 1st and 2nd level support teams, the 3rd level support will intervene. Our partners’ team of engineers and specialists will develop a suitable solution and document this to support the other support levels.

Hardware services

Service Levels Express Exchange Business Premium Exclusive
Power Express advance replacement of components Business on-site service on next business day Premium on-site service on same business day Exclusive on-site service within 4 hours, throughout the year
Service keywords 10x5 10x5, NBD 10x5, SBD 24x7x4
Response time max. 8 h max. 8 h max. 4 h max. 4 h
Arrival on-site - next business day same business day within 4 hours
Support coverage Hotline availability: Mon-Fri, 8:00-18:00 (CET) 24 hours, 365 days /years
Spare parts supply Central spare parts warehouse Central spare parts warehouse On-site spare parts warehouse in customer proximity
Express shipment Express shipment On-site engineers or forwarding agency and collection of return delivery

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Tel.: +41(0)448184700
Fax: +41(0)448184720