Support
Qnectives' assistance of its customers continues after closure of a contract. To ensure the availability of the service and the assistance in operation three support levels are distinguished:
The different support levels can be described in the following way:
1st level support
1st level support is at the end-users disposal in case problems with the registration process, "move, add and change" (MAC) requests or questions with the software client on the mobile end devices and Windows PCs occur. The responsibility for the 1st level support lies with the representing fleet manager of the IT department or the in-house customer care.
2nd level Support
2nd level support takes care of emerging interferences in operations as well as enquiries from the 1st level support and installing new releases, patches and so on.
In this procedure the IT division of the customer or the integrator (reseller) is the responsible contact point.
3rd level support
Requests and problems that can't be solved by the integrator, the reseller or 2nd level support are then being answered by the 3rd level support.
The responsibility for 3rd level support lies with the software manufacturer Qnective.
The support levels and the exact terms can be discussed with Qnective or the integrator. After this they can also be adapted to the requirements of the customers.
Required answer times and availability of the support (Service Level Agreement, SLA) are defined in a separate support contract between the integrator/reseller and Qnective.
In case questions regarding the support/service occur, feel free to contact our sales staff:
sales@qnective.com
The different support levels can be described in the following way:
1st level support
1st level support is at the end-users disposal in case problems with the registration process, "move, add and change" (MAC) requests or questions with the software client on the mobile end devices and Windows PCs occur. The responsibility for the 1st level support lies with the representing fleet manager of the IT department or the in-house customer care.
2nd level Support
2nd level support takes care of emerging interferences in operations as well as enquiries from the 1st level support and installing new releases, patches and so on.
In this procedure the IT division of the customer or the integrator (reseller) is the responsible contact point.
3rd level support
Requests and problems that can't be solved by the integrator, the reseller or 2nd level support are then being answered by the 3rd level support.
The responsibility for 3rd level support lies with the software manufacturer Qnective.
The support levels and the exact terms can be discussed with Qnective or the integrator. After this they can also be adapted to the requirements of the customers.
Required answer times and availability of the support (Service Level Agreement, SLA) are defined in a separate support contract between the integrator/reseller and Qnective.
In case questions regarding the support/service occur, feel free to contact our sales staff:
sales@qnective.com
