Um die Anforderungen unserer Kunden besser erfüllen zu können, haben wir verschiedene Technical Support Programme entwickelt. Diese Programme haben das Ziel, unseren Kunden bei jedem technischen Problem zu helfen.
Maintenance contracts
 Asking for Technical SupportAll the different programs use the same customer interface. Meeting Point is the primary interface with our customers for all items related to technical assistance and a multichannel point of contact to submit tickets and check their progression. |
Standard
Standard Maintenance Service beinhaltet die Bearbeitung normaler technischer Fragen, Anfragen bezüglich der Performance der Altitude Software Produkte, oder die Diagnose und Lösung von technischen Problemen in der Zeit von 9h00 bis 18h00, Montags bis Freitags,ausgenommen offizielle Feiertage.
24x7 Maintenance Service
Kunden können auch einen erweiterten 24x7 Maintenance Service vereinbaren, technischer Support rund um die Uhr über Telefon- wie folgt: Von 9h00 bis 18h00, Werktags, ausgenommen offizielle Feiertage, technischer Support für alle Themen, unabhängig vom Schwierigkeitsgrad des berichteten Problems. Von 18h00 bis 9h00, Werktags, an Wochenenden, und offiziellen Feiertagen, technischer Support bei schwerwiegenden Problemen.
Both these programs include the following deliverables:
- Technical Support - A team of Altitude product specialists is ready to answer and help with any questions regarding our solutions.
- Delivery of new releases - Availability, excluding the respective installation, of new versions of the software, correction of defects detected in previous versions and functional improvements introduced by the Altitude Software.
- Software code correction - Correction of defects of the software related to its configuration, since such defects cause serious impact on the customer’s activity and do not have an acceptable workaround.
- Altitude Upgrade Manager – automated online mechanism to upgrade customer installations to the appropriate level, based on customer profile of products deployed
- Online Technical Documentation - Through Meeting Point, access all training documentation available regarding Altitude products.
- Knowledge Base Access – In a self service mode, customers are able to log in into Meeting Point and access Altitude Customers Assistance knowledge base.
- Altitude Remote Hands On – optional remote assistance performed by Altitude Software experts into the customer system, if it provided authorization and remote access, for faster issue resolution.
