- 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
- 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.
- 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.
|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|