| small | medium | large | |
|---|---|---|---|
| RMA Package (annual) | 3 per year | 5 per year | 10 per year |
| Portal User Package (monthly) | + 5 users | + 10 users | + 25 users |
| Ticket Plus Package (monthly) | + 10 tickets | + 25 tickets | + 50 tickets |
| Package for SD Activities (monthly) | + 0,5 BD on demand | + 1 BD on demand | + 2 BD on demand |
| Proact. Monitoring Package (monthly – only Standard + Premium) | < 10 devices | 10 – 100 devices | up to 250 devices |
| Portal Training Package (one-time webinar) | up to 10 participants |
Robotron Service Desk
Your main address for all service related requests
Our Services
The Robotron Service Desk is your single point of contact and the primary address for all questions about our products and services. Our team will help you and provide you with information for all requests, adjustments, problems or incidents. Depending on your services and packages, the Robotron Service Desk will provide you with
- Availability according to agreed service times via ticket system, e-mail and telephone
- Prompt pre-qualification of incidents and service requests and, if necessary, forwarding to the second level support team
- Primary solutions for incidents based on defined workarounds
- Communication and coordination of your requests as well as responsibility for existing tickets
- Monitoring
Availability: 7 x 24h, 365 Days
Response time: 0,5h/1h/2h
Update time: 1 Business Day
Number of tickets: 25/Month
User in the portal: 5 User
Ticket templates: 5 customer specific templates
Availability: 5 x 24h, Mo 6:00 a.m. – Sa 6:00 a.m.
Response time: 1h/2h/4h
Update time: 2 Business Days
Number of tickets: 20/Month
User in the Portal: 5 User
Ticket templates: 5 Customer specific templates
Availabilty: Mo – Fr, 6:00 a.m. – 8:00 p.m.
Response time: 2h/3h/6h
Update time: 3 Business Days
Number of Tickets: 15/Month
User in the Portal: 3 User
Ticket templates 3 customer specific templates
- Monthly time package for service desk operations: Provision of services such as a hotline with defined service, response and update times in accordance with the agreed service package (acceptance and classification of requests, forwarding in accordance with the customer's specifications, feedback to the reporter, assumption of responsibility for tickets resulting from incident reports)
- Monthly proactive monitoring package (Standard and Premium only): The package includes the recording, prioritization and forwarding of events to the customer in case of incidents by pre-defined workflows, as well as the initiation of troubleshooting.
- Annual RMA Package: Return Material Authorization for corresponding hardware delivery (recording of failure report and transfer, return documents for the failed hardware)
- Monthly Portal User Package: extension of the number of users in the ITSM-suite and the customer service portal
- Monthly Ticket Plus Package: extension of the possible amount of requests
- Portal Training Package: one-time, web-based training for the defined number of participants on the functionality of the customer service portal, the possibilities to report new and view existing tickets, the provision of a corresponding short report
Overview of the additional packages:
We look forward to hearing from you!
We will be happy to answer your questions and provide you with individual advice.
