Support

Support

Our experience shared with you to support your systems to be up and running in the most effective way, up-to-date to most reliable code and configuration.
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Proximity

Our support team is 100% located at Luxembourg. Our engineers can come on site for further inspections when visual checks are required for example. They have a deep knowledge of your environment because they may have participated to implementation or can be in contact with consultants that have done the installation.

Expertise

There is no frontline. You have directly access to our experts. They have acquired their knowledge through certifications and skills gained on the field.

Service monitoring

We meet you regularly for analyzing how support is delivered. We review past incidents and consolidate issue resolutions. We audit and plan hardware and software upgrades. The  objective is to increase your service availability and allow you to focus on business operations instead of repairing infrastructure.

Healthchecks

If you want to be proactive, we can regularly assess your systems to track different aspects. Through health-checks, we can evaluate for you how your infrastructure capacity  and your system performances evolve. Through health-checks we can track inappropriate changes because in the fire of operations, you know that people react inappropriately and change setups with a short term view; or because some peripheral changes are operated which require new settings on other systems.

Services a la carte

We can include on-demand services in your support contract, to deliver operations such as upgrades, infrastructure extensions  or configuration changes.

Service Level Agreement

Our support is organized to deliver the best response. We guarantee you our response time and the set of services that you will receive.