Technical Services
Standard Services
1.
PreSales Services
Technical services prior to the acquisition of a technology, which help a customer to find the right solution for the technical challenge.
Advantages
- Product presentations and customer advice (on site or via webinar)
- Clarification of technical questions, for example on feasibility
- Support with calculations and customer quotations
- Support in the creation of sales strategies and product management for product innovations
- Validation of critical requirements for the solutions
- Risk minimization for decision-making bases
- Acceptance test of the solution in cooperation with manufacturers and partners
Vendors
- On request, usually our complete vendor portfolio
2.
PostSales Services
Technical services after the acquisition of a technology in order to achieve the greatest technical, organizational, resource-optimizing, financial and safety benefits.
Application scenarios
- Service for the installation or implementation of the specified solution in the infrastructure of the end customer, taking into account the specified framework conditions
- Configuration customization of implemented vendors to achieve dedicated customization requirements
- Inspection / auditing of existing configurations of certain implemented Vendor technologies based on best practice
- Implementation of internal or legal guidelines
- Testing and adaptation of regulations
Advantages
- Temporary coverage of your company’s resource shortages
- Increasing the efficiency of solutions that are already implemented
- Compliance with directives and regulations
- Preparation for a compliance certification (e.g. ISO2700x or PCI DSS)
- Move to new solutions without long-term migrations and business interruptions
- Replacement, migration or, if necessary, extension of the existing solution with further configuration transfers
Vendors
- On request, usually our complete vendor portfolio
Customer Care Services
1.
Helpdesk & Support
- System diagnosis, troubleshooting and fault clearance
- Support for all product-related questions by phone, e-mail and support ticket
Advantages
- Ensuring the quality of service of ectacom products
- Increase in partner satisfaction
- Preventing additional costs associated with high losses
2.
Support programs
for end customers
- Guarantee of the processing of support requests within fixed deadlines (NBD or 4 hours)
- Support program best suited for partners who do not have trained technical resources for end user support
Advantages
- Use of professional support from internal product specialists
- Complete cost control and higher support planning certainty through guaranteed time span
- Faster response times through prioritized ticket processing
- Dedicated support access (email and/or phone)
Vendor / Product
- Kaspersky Endpoint Security for Business
Terms
- 3 months and 1 year (limited number of support requests)
- 1 year to 3 years (unlimited number of support requests)
Target customer profile
- All industries
- Companies that value the continuity of their operations and the continuous provision of important processes
3.
Support programs
for partners
- Support program best suited for partners who cannot build up trained technical resources
- Support with product implementation including basic configuration and troubleshooting
- Implementation of configuration optimizations and clean-ups
- Product advice and detailed explanation of the product functions
- Remote support in case of error
Advantages
- Use of professional support from internal product specialists
- Full cost control and higher support planning reliability through guaranteed time quotas
- Faster response times through prioritized ticket processing
- Dedicated support access (email and/or phone)
Vendors / Product
- Kaspersky Endpoint Security for Business
Terms
- 3 months and 1 year (limited number of support requests)
- 1 year to 3 years (unlimited number of support requests)
Target customer profile
- Resellers / Integrators