24×7 SERVICE DESK
The OC is your single point of contact: Just simply contact us via the service hotline or via e-mail. All service requests will be protocolled and processed with the help of a job ticket system. An integration of our job ticker system into your internal IT system is possible by means of an XML interface. That way you can retrace at any time how quickly system problems are solved by means of OC.
From near and far: Many of our services can be rendered remotely through a direct network access via OC. Additionally, our OC engineers from our locations carry out on-site services at your location when required: which is 24×7.
ITIL conform SERVICE PROcESSEs
Our standard is more than the norm: reliability and efficiency of services are a question of the right process, the optimized organization and up-to-date tools. By means of ITIL, the relevant international de-facto standard, NTS fulfills the requirements for top quality IT service management and largely aligns itself with your business targets through OC during planning, delivery, support and efficiency optimization of IT services.
You can pick your personal service package based on your requirements or on individual parameters out of our portfolio of predefined service products. Here, our spectrum ranges from the handling of breakdowns or the replacement of damaged hardware to the entire operational management of a solution.
WHAT WE DO FOR YOU
You can find all information about our services within the scope of our NTS services below as an overview and in detail at our support conditions.
The NTS OC is available for enquiries during your defined hours of operation.
The response time is defined as the maximum period from receipt of an enquiry at NTS until it is processed by an experienced NTS engineer.
In the event of a technical defect, an identical or a functionally similar replacement device will be provided.
Software upgrades und updates
The software used by you will be upgraded to the latest version on a regular basis taking into consideration the existing licensing rights.
Remote and on-site service
Per remote access, OC quickly and simply takes on the analysis and resolves system problems – or, in case it is required, directly on-site.
OC carries out the system adaptions that you desire on all maintained systems.
You are well equipped with the Managed Monitor! With this service by NTS, your IT infrastructure will be monitored permanently for performance and errors. If required, all performance data can be documented with this service.
Data generated out of regular reporting allows at any time a quick overview of all systems monitored by us. Additionally this data functions as the basis to identify weak points promptly in the system and to initiate potential improvements of the system.
HOW TO REACH US WHEN THERE IS A PROBLEM?
We are 24/7 for you there
You can reach our Operations Center (OC) around-the-clock by telephone, 7 days a week and 365 days a year.
Although you can get hold of us around-the-clock by telephone, numbers indicated above or per e-mail (firstname.lastname@example.org), e-mail communication can be delayed due to external circumstances that are out of our control. Therefore, we recommend that you contact us directly by phone for urgent enquiries.
THAT’S HOW WE CAN HELP YOU AS QUICKLY AS POSSIBLE
The operation of the NTS OC is based on ITIL conform processes. Thereby we guarantee that all issues are addressed by qualified and certified engineers of all support levels and thus resolved as quickly as possible. To ensure a faster and more efficient processing of your query, please have the following information to
hand: valid NTS- Maintenance contract number, serial number of the device in question, description of problem, level of urgency from your point of view
QUALITY & CUSTOMER SATISFACTION
For NTS quality and customer satisfaction is particularly important. A manager is available to you around the clock, should you not be satisfied with our service once the malfunction has been rectified. Please ask for him explicitly at our service hotline and he will contact you without delay.
8×5 oder 24×7
NTS is your
single point of contact
Established service processes
in accordance with ITIL
100 % certified
Support Hotline – direkter
Zugriff auf zertifizierte
IT SERVICES AT ONE GLANCE
Support & maintenance
- One phone number, one direct contact – “Single Point of Contact“
- Not a call center, direct access to certified high-class engineers
- 100% certified employees – 87 team members (more than 10% expert level, CCIEs)
- The best service culture is our tradition – established service processes in accordance with ITIL
- ISO-27001 certified
- 24×7 hardware replacement
- Support on-site or remote servicing
- Predictable costs
- Service specification
- Proactive system monitoring with NTS Managed Monitor
- Early detection – management of alarms, before problems occur!
- Identification of trends for future IT planning
- Software updates and upgrades
- Guaranteed response time
- Proactive troubleshooting 24×7
- Change management with a guaranteed lead time
- Exclusively certified security engineers
- A dedicated customer analyst is allocated to each customer
- A modern NTS defense platform is used as the basis
- Professional monitoring of the NTS defense platform at the customer around-the-clock
- Continuous identification of weaknesses and indication of their potential risks
- Analysis and alerting of real time events
- Established processes for the development and prioritization of SIEM use cases
- Comprehensive security intelligence
- Operations in Vienna, Graz, Linz and Innsbruck
Rating (1 = very good, 5 = insufficient)