How fast do we react?
According the modalities of our support contracts, we will place a support engineer to your disposal within four working hours of registration.
In 95% of the cases with the highest priority (the blocked group problems) we aim to place a support engineer at your disposal within 1 working hour, and for 100 % of the blocked group problems within 2 working hours. These objectives have always been achieved in the past.
For 61% of all calls in 2009 our customers got a support engineer on the phone within 1 hour, for 35 % even within 15 minutes. For the problems with the highest priority (the blocked group problems) our customers got a support engineer on the phone within 15 minutes.
