Managed Support Service
With our support, we relieve your IT team of all solutions from our portfolio, regardless of whether they are operated in your own infrastructure or in the cloud. By consistently adhering to ITIL best practices, we ensure reliable, standardised and transparent processing of your requests. In this way, we support stable operational processes and give your IT department the space to concentrate on strategic tasks.
Features
With our support, we assist your IT team with products from our portfolio that are operated in your IT infrastructure or in the cloud. Our support is based on the ITIL standard and includes the following services:
SLA
Our SLA defines the time window in which requests are processed and the response and intervention time. The response and intervention time depends on the priority of the enquiry and is contractually agreed.
Incidents
We rectify incidents in order to restore normal operation as quickly as possible and minimise any negative impact on your business operations.
Problem Management
With problem management, we analyse the causes of incidents in order to prevent their recurrence or reduce their impact.
Vendor Escalation
We take over the escalation with manufacturers for you and, if necessary, forward the enquiry to the external provider (vendor) in the event of an incident or problem and coordinate the enquiry until it is resolved.