Everyone needs a
little help sometimes…
In your personalised service and support contract, our services are
tailored exactly to your needs. To do this, please contact our
Sales Service at the e-mail address sales@groupios.com.
Without a service and support contract, we offer pure e-mail support;
this costs 150 euros per hour and is charged at 37.50 euros per quarter of an hour or part thereof.
Description of the Support Level
First Level Support
The partner provides first-level support to the end customer. First-level support is the first point of contact for all incoming support questions.
The first-level support employee is responsible for their complete recording, including all necessary additional information, and processes them independently according to their level of knowledge.
The aim is to select the problems and solve as many of them as possible with the help of the operating and installation manual.
Second Level Support
First-level support is provided by step3IT second-level support by e-mail, callback, web meeting and remote maintenance during the defined support times. The standard support times are Mon-Thu 9am-5pm, Fri 9am-12pm (excluding public holidays). Escalation is handled by first-level support, which is the interface to the end customer.
Second-level support concerns the investigation of malfunctions and the elimination of software errors, but not installation and operational support.
Third Level Support
If the partner cannot solve the problem despite all efforts, step3IT will provide third-level support.
Important!
Even with second and third-level support, step3IT does not contact the end customer directly without the partner having expressly requested and authorised this.
This means that the partner has the option of acting as the sole support service provider for its customer.