Hotline and on site support services

Prompt, expert assistance over the phone is essential if your employees are to make optimum use of the applications, tools and system environments available to them. Fast and reliable assistance over the intis the key to maximum productivity at the workstation.

Instead of relying on a one-size-fits-all approach, we provide hotline and support services tailored to the needs of the client. In addition to the ITIL-based best practices customer-specific requirements are also applied to the service and support processes.

You can opt for customized service hours or a 24x7 model and benefit from:

• Short response times with expert support
• Reliable troubleshooting
• Efficient incident and problem management using modern call tracking tools
• Seamless documentation

We utilize multi-level support models with first-level hotlines that can be configured for multiple languages.

We act as the interface between your company and software and system suppliers, application engineering units, cooperate closely with your operations team, and help you achieve high IT quality by sharing tips, advice and best practices. Our support team members are familiar with common CAD/CAM/FEM tools and PDM/PLM solutions and are able to provide competent advice on hardware, operating system and application level issues.

We also offer advanced and combined models should you wish to use an external service provider for hotline and multi-level support in other areas of IT.

Our support staff are equipped with the development architectures and technologies, databases and infrastructure components common on the market, as well as CAD/CAM/FEM tools and PDM/PLM solutions. We are available as competent partners both in the field of hardware and operating systems and on the application level.