Technical specifications and requirements are correct at the time of going to press, but may change without prior notice as our products and services
are continually updated. Frequentis has endeavored to ensure that the information in this document is, to the best of its knowledge, correct, but does
not accept any liability whatsoever for any error or omission.
* Reaction times are prioritised according to incident severity. Severity classifications are available on request.
SUPPORT WHENEVER YOU NEED IT
WE ARE COMMITTED TO BEING AVAILABLE TO OUR CUSTOMERS. TO THIS END WE OFFER SEVERAL
TECHNICAL SUPPORT INTERFACES FOR CONTACTING US IF YOU NEED OUR SERVICES. OUR SERVICE
SUPPORT TOOLS ARE DESIGNED TO PROVIDE THE FLEXIBILITY YOU NEED: THE CHOICE IS YOURS…
> TECHNICAL SUPPORT INTERFACES
FOR SERVICE REQUESTS
> VIA THE TECHNICAL SERVICE LINE
Our experts will support your service requests
during CET working hours.
Typical reaction time*:
2-3 hours
Support availability:
CET working hours
Maximum reaction time*:
next working day
Option:
Guaranteed Workaround Time
> VIA INTERACTIVE SERVICE TICKET TOOL
Our interactive Service Ticket tool tracks the current status of your reported incidents and maintains an
audit trail of all your closed incidents. Web-access enables you to track responses to open incidents and
generate status reports at any time.
> VIA E-MAIL
We will acknowledge receipt of your service request and forward it immediately to our Technical Service Team.
> VIA OUR WEB INTERFACE
Our secure, user-friendly Web interface enables you to request service, simply by filling in a service
request form. Your predefined contacts will be notified of your request by e mail.
IN THE CASE OF AN EMERGENCY INCIDENT
> VIA OUR 24/7 TECHNICAL SERVICE LINE
Should you have a critical technical issue, just call
our dedicated 24/7 Technical Service Line. A qualified
service engineer will handle your request and will
call you back within the agreed response time.
Typical reaction time*:
10 min.
Service availability:
24/7
Maximum reaction time*:
Option:
30 min.
Guaranteed Workaround Time
> SECURE REMOTE ACCESS
Frequentis can provide and maintain secure access to your system with encrypted VPN connection via a
VPN device immune against attacks. In case of incidents, it enables cost-efficient intervention with minimal impact on your operations. Frequentis also performs proactive remote monitoring so that you can
achieve operational excellence.
ANY QUESTIONS? CONTACT US.
FREQUENTIS AG HEADQUARTERS
Innovationsstraße 1, 1100 Vienna, Austria
Tel: +43/1/811 50-0, Fax: +43/1/811 50-5009
www. frequentis.com
36_service_catalogue_0811
>
FREQUENTIS SERVICE CATALOGUE
S U P P O R T W H E N E V E R YO U N E E D I T
SERVICES AS A PRODUCT
As for a product, Frequentis takes a life cycle approach to the delivery of its services.
This approach enables you to reach your business goals, aligning Frequentis targeted
Services with your operational requirements. Together with you we firstly define, plan and
activate your service level agreement (sla). Our service managers then operate, manage and
continuously improve your Frequentis services.
Core
Services
Frequentis Service Catalogue
Customisable
Services
Frequentis Service Catalogue offers you the possibility to make your decision about your
REPAIR LOGISTICS
services in the form of five different Service Modules. Choose your modules with included
“Core Services” and expand them with several options mentioned as “Customisable Services”.
• Repair of all delivered
equipment with a guaranteed
50 days average TAT
constantly evolving challenges.
• Express TAT via
buffer warehouse
• Emergency spare stock
PROBLEM MANAGEMENT
• Analysis &
elimination of
incident root
causes
SERVICE LEVEL MANAGEMENT
• Service management
• Configuration management
• Quality management
• Document updates
• Service review meetings
• Reporting services
• Impact assessment
• Life cycle management
OPERATIONS SUPPORT SERVICES
INCIDENT MANAGEMENT
• System audits
• System monitoring
• Preventive services
• On-site support
• Consulting & training services
• Incident support
• Technical support
• Know-how management
• Test system
• Guaranteed reaction time
• Guaranteed workaround time
• 24/7 support
• 100% dedicated test system
• Software implementation
SERVICE >
SUPPORT
>
TOOLS
TECHNICAL
SUPPORT INTERFACES
SECURE REMOTE
ACCESS
F
I
L
E
L
C
Y
C
E
PP
OR
T
It offers you the flexibility to tailor your Service Modules and the security to remain safe from
SU