Support
We are here to help whenever you need us
What do you need to know about iFD GmbH service?
We are a high-performance team that supports our customers optimally with competence, reliability and efficiency. We achieve this only through continuous further education and training measures and regular contact with our customers. Our goal is to achieve customer satisfaction at the highest level.
With helpdesk we organize and monitor the service processes.
The use of high-availability systems requires qualified and first-class support. With our experienced support team we are available 24/7. From basic support to 3-shift monitoring with defined reaction times, a broad range of support offers is available to you via various communication channels.
How is the service performed?
We work with the HelpDesk - Ticket system BCS from the company Projektron GmbH. In the event of a fault, our HelpDesk organizes the various stages of the agreed services and coordinates the nationwide deployment of the iFD Group service team.
If the fault cannot be localized within a short period of time based on the incoming, initial fault description and a quick remote diagnosis, the HelpDesk immediately activates the further support levels agreed with the service customer. In addition, our HelpDesk reliably signals all deviations from the plan to the responsible management.
Our HelpDesk, in conjunction with a professional support team trained on your internal processes, ensures:
- Recording and prioritization of all problem messages
- Reliable forwarding of problem reports to the responsible support employees
- Continuous monitoring of processes in terms of transparency and quality
- Documentation in the BCS-Ticketsytem, which you can view online if you wish
- Information about the processing status of your calls
- "Escalation" when threshold values are exceeded
For you, this means that if a fault clearance process does not run as planned and set deadlines are exceeded, the person responsible in management is informed immediately.
Depending on the severity of the issue, this person will decide which measures to take in order to fulfill the agreements from the support contract. This ensures that the necessary resources are always available to solve your problems.
What do you need to do in case of a problem?
Create a ticket for your problem in our helpdesk ticket system.
Here's the way to the helpdesk
The following data is required for quick troubleshooting:
- Time of occurrence of the problem
- Exact description of the problem with indication of the area of interference
- What actions have you taken so far to solve the problem?
The more detailed your problem report is, the faster the root cause of the problem will be identified. Therefore, please share with us all the activities you performed immediately before the issue occurred.
Once your request has been entered into the ticketing system, you will receive a written confirmation via email indicating the opening of your ticket.
During office hours, a support representative will contact you within the contractually agreed response times if any further questions are necessary. If you have included on-call support in your support contract, processing may be extended over this period. Depending on the severity of the problem and the agreed response times in the support contract, the root cause investigation will commence and be documented in the ticket.
You can access the status and progress of your ticket at any time through a secure online portal. Additionally, you will receive an email for every status change and processing comment.
Each ticket may also contribute to the knowledge database, allowing for faster resolution of similar issues in the future.
The following packages are available
Base is the basic package and included in all packages.
- Base
- Extended services
The scope of services includes as a flat rate:
- Willingness to troubleshoot the software components with a guaranteed response time of 4 hours monday through friday from 9:00 am to 5:00 pm
- 20 or 40 inclusive hours per year for hotline and troubleshooting; However, these hours may be redeemed for software enhancements at the end of each contract year, if there are still hours available.
- discounted hourly rate for paid support.
- Providing a current customer test system at the provider with sufficient data to check updates before recording in the customer's production system.
- Version maintenance by means of a version management program for updates.
- Quarterly check of dial-up access for functionality and security.
- Joint use of the BCS- Ticketsystem for information on the status of displayed malfunctions as well as for quick and low-cost reporting of malfunctions
- Sharing the knowledge database to speed up the incident handling process
A basis inspection is carried out per year with the following services:
- Checking file systems and deleting obsolete files
- Checking the database for filling level, dimension and storage duration of the archive data
- Review and update the SYSMON monitoring mechanismus for up-to-dateness
The extended package includes the following services:
It is possible to extend this basic contract with further additional services, such as shorter reaction times (up to 0.5 hours) and extended call readiness (up to 24/7). Support services are defined in a support contract and tailored to the needs of the customer.
Do you have questions or need help solving a problem?
Our service team supports you comprehensively and advices you on the possibilities and variants of a suitable support model for you. The concrete service package is always a dynamic solution tailored to your needs.
We guarantee this to our service customers:
- A definded support staff including deputy
- A personalized phone number for support requests
- An access to the ticket system incl. knowledge database
- system updates and ongoing development
Telephone contact:
Service-Team
+49 371 53 880 99
service@ifd-gmbh.com
Do you have any questions about the support contract or would you like an initial consultation?
We are happy to help you. Contact us.
Susanna Kopfstädt
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+ 49 371 / 53 88 0-222 |
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susanna.kopfstaedt@ifd-gmbh.com |
