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Support & remote support
Fast help.
Fast help.
Clearly documented.
We record your request in a structured way, prepare remote sessions once agreed and arrange an on-site appointment when it is needed.
Direct routes
The right route for your request.
Fault, question, planned change or remote session: we start where it makes the most sense for the case at hand.
Record your request properly
Faults, change requests and questions, tracked in the ticket system.
Open a ticketPrepare a remote session
When we connect by remote session, you will find the right modules here.
Show modulesDocuments and downloads
Shop, software, project documents, service records and invoices.
Go to the portal
Support ticket
Open a ticket.
A few details are enough. What matters is the system affected, the time frame, the impact and a number for a call back.
This speeds up processing noticeably:
- System affectedName the device, server or program as precisely as you can
- Since whenThe point at which you first noticed it
- ImpactWho cannot work right now – and what else depends on it
- Call backA number where we can reach you directly
Remote support
Remote support – but only when you start it.
We only start a remote session after agreeing it with you. You open the matching customer module, we confirm the session details by phone or in the ticket and document the case.
Please only start remote support modules after arranging it with us.
Process
From request to resolution.
We document every support case – even when several people or systems are involved. That way the next person picks up where the last one left off.
Record the request
We take down the request with contact details, category and urgency.
Assess
We agree the systems affected, the impact and the next steps.
Work on it
We coordinate support, a remote session, an on-site visit or a project task to suit the case.
Document
We record results, notes and evidence for later operation.