Support

Helpdesk with call dispatching

SAVACO has a helpdesk for problems about the network management, the PCs and their applications and the servers with their system software. The helpdesk guarantees a fast and adequate service to answer your questions.

The purpose of call dispatching is to increase accessibility of the helpdesk, to register the call and to hand it over to the right person. The problem or question must be presented to the support engineer, not to the call dispatcher. There are more than 5,000 calls per year, that is why dispatching is necessary.

Remote control: take control from a distance

To improve the efficiency of the support, SAVACO can call into the network of the customer and take control of a PC or a server. Therefore a modem or ISND router is used that is reserved for this kind of support. This work method gives a solution much quicker and reduces the chance on faulty manipulations by less experienced users or by misunderstood instructions by phone.

Hardware & software support

This support provides the repair of hardware defects within a certain period of time. The contract covers all costs (hourly rates and spare parts) to do all required repairs on the hardware covered by the contract. This type of support is largely entrusted to the hardware support partners of SAVACO.

The software support contract automatically gives the customer the right to use all software updates. Optionally, the data carriers with the new software can also be provided through the contract.

Prevent is better than cure: pro-active server monitoring

For many companies the server park is becoming a critical component in their management. The non-planned unavailability of one or more servers immediately results in a large productivity loss. To reduce the risk of non-planned unavailability SAVACO has developed the Total Server Support Programme.

This programme can be custom-made with the following elements:

• Permanent monitoring of the server park

• Permanent monitoring of the local network and of the printer park

• Make and refine a reliable back-up strategy

• External notification of the monitoring of the server park, the network and the printer park

• Maintenance release management for the server park

• Basic testing of the server park

• Technical account management