Our support, your security

The implementation of new business processes requires time, money and last but not least a high commitment of all persons involved. Once these hurdles are overcome, a long-term use has to be secured. Nothing is more constant than the change. New releases or updates appear, your administrator is sick or on a holiday for two weeks or mistakes may occur in your system. A prompt and competent contact person is indispensable to secure your system availability. We provide:

Provision of professional resources

PART qualifies and certifies employees for all on the market available software versions of our product portfolio. We have the technical infrastructure in support cases for you.

Reception

PART accepts inquiries/disturbances in your system during our business hours from Monday to Thursday 8am to 5pm and Friday 8am to 2pm. First clarifications regarding the nature of your inquiries/disturbances will be made then. Besides that, we will explain to you which consequences your inquiries/disturbances have and if bypassing is possible. The priority that has been requested from you for the elimination is taken down. As confirmation for your inquiries/disturbances, you will receive an email with your ticket number and a problem description. The ticket number identifies your inquiries clearly also beyond the elimination period.

Analysis

The analysis will be started either directly with your call or afterwards, depending on the content of the inquiries/disturbances. If necessary, we will log directly into your system via remote access as agreed with you by contract. Our support specialists synchronize your problem definition with our knowledge database for a rapid repair. If necessary, we will also access the second level support as agreed with our software developers.

Support

If the research results in a possibility of immediate elimination of the inquiries/disturbances, it will be done instantly and the ticket will be closed. You will receive a mail afterwards for the completion of the ticket.

Tracking of disturbances that cannot be resolved immediately

If the disturbance can’t be eliminated immediately, we will coordinate the priority with you and process the disturbance further in the system. Via escalation management, the priority can be adjusted, if necessary. Here too, the necessary transparency over time and performed actions is secured via the ticket.

Preventive support

If we or our software developers locate error patterns that haven’t occurred in other customer systems yet, these will be eliminated preventively depending on their priority.