24/7 HERE FOR YOU
Whether it’s a fault when exchanging hardware or troubleshooting, our Support Services are available to assist you. For this purpose, our experts are available around-the-clock. Although you can reach us day and night on the numbers mentioned above or per e-mail (support@nts.eu), the transmission of e-mails can be delayed by external circumstances that are beyond our control. Therefore, we recommend to always notify us telephonically in case of critical enquiries.
ESCALATION MADE SIMPLE
We guarantee that all concerns are solved by qualified and certified engineers of different support levels as quickly as possible. In order to allow for an efficient processing of your enquiry, we ask you to provide the following information: valid maintenance contract number, serial number of the affected device, description of the problem as well as the prioritisation level from your point of view. Should you not be completely satisfied with our service, a manager will be available for you around-the-clock. You can find more information about this on our service card.
VERSATILE SOLUTIONS
Our Support Services offer a solution that is independent of the hardware and the software. With NTS Basic and Standard Supports, all necessary services from the manufacturing partners side are already included. Top Services in turn provide the possibility to extend already existing manufacturer services with NTS services. In both cases, NTS is the Single Point of Contact, and we take care of any concerns!
INVENTORY4ALL
With immediate effect, NTS Basic and Standard customers will have the opportunity to use NTS INVENTORY4ALL free of charge. I4ALL is an efficient tool for the transparency and control of your own network inventory. It allows one to make sure that all devices that are installed in the network are also inventoried and it helps to detect at an early stage when devices expire and hence need to be replaced. Additionally, installed software versions can be checked if they are up to date.
24×7 SERVICE DESK
Single Point of Contact: All service requests will be processed and protocolled with a ticket system. An integration of our systems in your in-house IT system is possible via an XML interface. Thus, you can always trace how fast our OC is solving your system problems.
ON-SITE SERVICE
From far and close: A lot of our services can be rendered remotely via network access directly from the OC. From our locations, our OC engineers also conduct on-site services for you if required – 24/7 if necessary.
ITIL-CONFORM SERVICE PROCESSES
Our standard is to be more than standard: availability and efficiency are a question of the right processes, organizations as well as of modern tools. NTS fulfils all requirements related to high-grade IT service management due to ITIL and relevant certifications.
SERVICE LEVELS
Exactly according to your taste: You select from pre-defined service products, as per your requirements. Our range varies from the exchange of faulty hardware, to solving problems, all the way to the complete operation of a solution within the framework of NTS Managed Services.
WHAT WE CAN DO FOR YOU
All information about our services within the framework of NTS services can be found below at a glance and more detailed in our support conditions.
Operating time
You define the operating time during which the NTS OC is available for enquiries.
Response time
The response time describes the maximum duration from the receipt of an enquiry, at NTS, until it’s processed by an experienced NTS engineer.
Hardware deployment
In case of a technical breakdown, you will be supplied with an identical replacement device or with a device with identical functions.
Software upgrades and updates
The software that you use will be regularly upgraded to the current version, whilst considering the existing license rights and the service level that were agreed with you.
Remote and on-site service
The NTS OC takes on the analysis and the repair of system problems in a quick and uncomplicated manner per remote access – or directly on-site if required, whilst considering the service level that was agreed with you.
Service time
8×5 or 24×7
NTS as
Single Point of Contact
Guaranteed
response times
Support
on-site or remote service
Established ITIL
service processes
100% certified
employees
ISO 27001:2013, ISAE 3402 type 2
& ISO 9001 certifications
Support hotline – direct
access to certified top
engineers
Customer satisfaction
Rating (1 = very good, 5 = insufficient)