In order to optimise our service and support services to meet your needs, we have various models from which you can choose individually.
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.
After all, everyone needs help at some point – even with a product as sophisticated as groupios.
Model L
899 €
Term 1 year
incl. 8 hours of support*
each additional hour 89 €
Model M
499 €
Term 1 year
incl. 4 hours of support*
each additional hour 99 €
Model S
no fixed Term
no inclusive hours
first hour 149 €
each additional hour 129 €
*Inclusive service and support services are billed in 15-minute intervals.
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.
First-level support is provided by TUXGUARD’s 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.
If the partner cannot solve the problem despite all efforts, TUXGUARD will provide third-level support.
Important!
Even with second and third-level support, TUXGUARD 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.
