Service and 24/7 support have always been of great importance to us. Different support classes have been established for support and maintenance contracts. Whether you require support Mo – Fr from 9 – 5 or 24/7, we will provide you with an individual support package.
In order to differentiate between competencies, we use the tried and tested system of 1st, 2nd and 3rd level support.
Early on in the process, iTAC trains Key Users (first level support). Ideally, these are individuals who have been involved in the project since the system was implemented. The importance of having qualified people in-house, especially in small and medium-sized companies and particularly if your company does not have its own competence center, should not be underestimated.
Serving as the first contact point in the company, Key Users can provide fast assistance to their colleagues on-site. With warranty periods becoming more significant along the entire value-creation chain, the “time” factor is of increasing importance today.
The iTAC.MES.Suite’s SME (System Management Environment) and SME Monitor enable a faster reaction time for system support as well as a considerably improved information depth for increasing reliability with 24/7 availability.
With iTAC’s second level support, Key Users receive explanations of more sophisticated functions by phone or, if necessary, iTAC can directly access the customer’s system. To prevent problems, our support experts inform our customers whenever new service packs (e.g. from Microsoft, etc.) could lead to issues and problems.
Third level support involves developers and highly experienced system experts from iTAC. Thanks to their extensive experience, they are able to isolate and resolve queries quickly and accurately.
Our support staff is based in all locations (Germany, France, the USA, China) and is available 24 hours a day / 7 days a week wherever you are.