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 

Service Packages

Robotron offers you different packages for Service Desk utilization, which are distinguished by:

the agreed period of telephone availability of the
Service Desk

the specified response time to the incoming incidents according to priority high/medium/low

the update time of the customer about the current processing status of the ticket

the number of possible requests

the number of users created in the customer service portal who are authorized to report incidents

the initial time creation of customer-specific templates

Additional Services

Our provided service packages don't match your requirements properly? No problem, we can offer you an upgrade to make them suitable. You can extend the respective service package with one or more additional packages with small, medium or large conditions:

  • 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:

smallmediumlarge
RMA Package (annual)3 per year5 per year10 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 devices10 – 100 devicesup to 250 devices
Portal Training Package (one-time webinar)up to 10
participants